Technical Escalations Engineer 2 (Agent) - US-West

About this role

Join Datadog's Technical Escalation Engineering team to resolve complex customer issues and drive product improvements as the go-to expert on the Agent platform. You'll investigate critical escalations, mentor support teams globally, and collaborate with engineering and product to shape the future of observability.

What you'll do

• Investigate and resolve complex Agent-related escalations covering deployment, configuration, performance, integrations, and telemetry collection
• Lead high-stakes technical calls and drive solutions for critical customer challenges
• Mentor Global Support Engineering team through office hours and learning sessions
• Partner with Engineering and Product teams to identify gaps and advocate for customer needs
• Develop deep technical expertise in Agent and related technologies as the product evolves
• Triage and troubleshoot issues spanning multiple operating systems and containerized environments

What they're looking for

• Linux, Windows, and macOS system-level troubleshooting
• CLI, API, and configuration file (YAML/JSON) expertise
• Scripting and automation with Python, Go, or Bash
• Docker and Kubernetes containerization experience
• Complex technical problem-solving and root cause analysis
• Customer communication and mentoring abilities
• Observability platform knowledge (Datadog or similar)
• Networking, processes, services, and file system administration

Benefits

• Competitive benefits package
• New hire stock equity (RSUs) and employee stock purchase plan
• Continuous career development and pathing opportunities
• Comprehensive product training
• Internal mentor and buddy program
• Hybrid workplace with flexible work-life harmony