Technical Escalations Engineer II (RUM) - APJ

Datadog, Inc.; Sydney; Hybrid; AUD 150,000 - 210,000; Full time

Benefits offered by this job

Generous benefits

RSUs and ESPP

Career development

Product training

Onboarding

Mentor program

Inclusive workplace culture

Job summary

Datadog is seeking a Technical Escalation Engineer (TEE) to own complex escalations, mentor global teams, and partner with Engineering and Product to drive platform improvements. You will deepen expertise in Real User Monitoring and observability across web and mobile, while contributing to tooling and playbooks to scale knowledge.

You will operate in a hybrid workplace, collaborating with global teams to deliver high-impact technical solutions and excellent customer outcomes.

Qualifications

• Familiarity with Datadog, integrations ecosystem, or similar observability platforms is a strong plus.
• Experience using Zendesk, Jira, Confluence, or similar software.
• Background in CS or engineering with a problem-solving mindset.

Responsibilities

• Develop deep technical expertise and continuously learn as the product evolves.
• Investigate complex escalations, lead high-stakes technical calls, and drive solutions for critical customer challenges.
• Run learning sessions and mentor the Global Support Engineering team to handle challenges.
• Partner with Engineering and Product to identify gaps and advocate for customers shaping the roadmap.
• Lead investigations into session-related issues and telemetry gaps across web and mobile.

Skills

Zendesk

Jira

Confluence

Observability platforms

Real User Monitoring (RUM)

Education

Computer Science or Engineering majors

Job description

As Datadog's in-house product experts, the Technical Escalation Engineering (TEE) team plays a critical role in driving our global success. We enable our customers, from the world's most innovative startups to the largest enterprises. Through deep technical expertise, relentless problem-solving, and exceptional customer engagement, we educate, guide, and troubleshoot, delivering high-impact solutions that shape the customer experience. Whether through hands-on technical call, in-depth fact‑finding meeting, or complex investigations, we set the gold standard for technical excellence and customer advocacy. As part of our TEE team, you'll tackle the most challenging technical problems, collaborate directly with Engineering and Product to refine and evolve our platform, and mentor teams worldwide, elevating the technical bar at every level. As part of the Technical Escalation Engineering (TEE) team, you'll operate at the heart of Datadog's ecosystem, working at the intersection of Technical Solutions, Engineering, Product, and our Customers. Every challenge you take on will directly impact the performance, scalability, and success of both our clients and our platform. You'll be in an environment that moves fast, challenges you daily, and rewards curiosity, ownership, and technical excellence. This is your chance to shape the future of observability and security, driving innovation, mentoring teams, and influencing product direction while witnessing your expertise make an immediate and lasting impact. At Datadog, we place value in our office culture - the relationships and collaboration it builds and the creativity it brings to the table. We operate as a hybrid workplace to ensure our Datadogs can create a work-life harmony that best fits them.

What You'll Do:

• Develop deep technical expertise and continuously learn as the product evolves.
• Investigate complex escalations, lead high-stakes technical calls, and drive solutions for our most critical customer challenges with urgency and precision.
• Run engaging office hours, deliver impactful learning sessions, and mentor the Global Support Engineering team (GSE), ensuring they're equipped to handle any challenge.
• Partner with Engineering and Product to proactively identify gaps, drive improvements, and advocate for customers in shaping the evolution of our platform.
• Become a trusted resource on Real User Monitoring, handling escalations, guiding troubleshooting, and driving resolutions.
• Lead investigations into session-related issues, telemetry gaps, SDK behavior inconsistencies, or performance metrics anomalies.
• Partner with Product and Engineering to elevate issues, validate improvements, and influence the roadmap based on real-world use cases.
• Contribute to internal tooling, playbooks, and enablement resources that scale RUM knowledge across the Solutions team.
• Grow your expertise in platform-specific behavior (e.g., JS frameworks, native mobile SDKs) while keeping a strong focus on holistic end-user experience.

Who You Are:

• A self-driven problem solver with an obsession for excellence and continuous learning. You thrive in ambiguity, take initiative, and push beyond expectations.
• A strategic thinker who defaults to a client-centric approach, proactively identifying opportunities to enhance customer experience while balancing technical feasibility.
• An independent, fast learner, capable of picking up new technologies, adapting to evolving priorities, and crafting innovative solutions to complex technical issues.
• A collaborator and mentor, who enjoys sharing knowledge, raising the technical bar for the team, and contributing to a culture of excellence.
• Passionate about end-user experience and observability, with a solid understanding of how performance, behavior, and telemetry connect across web and mobile platforms.
• Familiar with client-side instrumentation and telemetry collection, whether it's through browser-based SDKs or mobile app integrations.
• Comfortable investigating issues like missing sessions, incorrect tagging, data sampling, or signal noise across different runtime environments.
• Analytical and resourceful, capable of reproducing customer environments and digging into logs, SDK behavior, and performance patterns.
• Eager to grow deeper expertise in either web or mobile RUM, with a strong foundation and the mindset to learn both.
• Computer Science or Engineering majors.
• Experienced in using Zendesk, Jira, Confluence, or similar softwares.
• Familiarity with Datadog, integrations ecosystem, or similar observability platforms is a strong plus.

Datadog values people from all walks of life. We understand not everyone will meet all the below qualifications on day one. That's okay.

Benefits and Growth:

• Generous and competitive benefits
• New hire stock equity (RSUs) and employee stock purchase plan
• Continuous career development and pathing opportunities
• Product training to develop an in-depth understanding of our product and space
• Best in breed onboarding
• Internal mentor and buddy program cross-departmentally
• Friendly and inclusive workplace culture

Benefits and Growth listed above may vary based on the country of your employment and the nature of your employment with Datadog.

About Datadog:

Datadog is the leading observability and security platform for the AI era, providing businesses with unified visibility across the technology stack to manage complexity at scale. It brings applications, infrastructure, data, models, and security into one place, using AI to detect and resolve issues before they impact customers. Trusted globally by Fortune 500 companies and high-growth AI leaders, Datadog enables businesses to move faster with clarity and confidence. Learn more about #DatadogLife on Instagram , LinkedIn, and Datadog Learning Center.

Equal Opportunity at Datadog:

Datadog is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and other characteristics protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Here are our Candidate Legal Notices for your reference.