RUM Escalations Engineer II: Global Impact & Mentorship

Datadog; Sydney; Hybrid; AUD 140,000 - 190,000; Full time

Benefits offered by this job

RSUs

Employee stock purchase plan

Career development

Product training

Mentor program

Inclusive workplace

Job summary

Datadog is seeking a Technical Escalations Engineer II (RUM) to own complex investigations and deliver rapid, high‑impact resolutions for global customers. You will work with Engineering and Product to improve the platform, mentor teams, and evangelize best practices across web and mobile observability.

You’ll tackle challenging issues, contribute to internal playbooks, and help scale RUM knowledge while maintaining a strong focus on end‑user experience and telemetry quality.

Qualifications

• BS in Computer Science or Engineering.
• Experience using Zendesk/Jira/Confluence or similar tools.
• Strong troubleshooting and customer advocacy skills.

Responsibilities

• Develop deep technical expertise on Datadog RUM platform.
• Investigate complex escalations and drive solutions for critical customers.
• Mentor and coach the Global Support Engineering team.
• Collaborate with Engineering and Product to identify gaps and improvements.
• Lead investigations into session-related issues and telemetry gaps.

Skills

Troubleshooting

Cross‑functional

Observability

End-user experience

Education

Computer Science or Engineering majors

Tools

Zendesk

Jira

Confluence

Job description

Datadog is seeking a Technical Escalations Engineer II (RUM) to own complex investigations and deliver rapid, high‑impact resolutions for global customers. You will work with Engineering and Product to improve the platform, mentor teams, and evangelize best practices across web and mobile observability.

You’ll tackle challenging issues, contribute to internal playbooks, and help scale RUM knowledge while maintaining a strong focus on end‑user experience and telemetry quality.