Technical Escalations Engineer 2 (Agent) - Dublin

United States Digital Space LLC; Dublin; On-site; EUR 120,000 - 180,000; Full time

Benefits offered by this job

Generous benefits

RSUs / stock options

Career development

Product training

Best onboarding

Mentor program

Inclusive culture

Job summary

Datadog is seeking a Technical Escalation Engineer to work at the heart of observability and security. You will tackle high-stakes escalations, partner with Engineering and Product, and mentor teams worldwide to raise the technical bar.

This role blends hands-on troubleshooting across Linux, Windows, and MacOS, containerized environments with Docker/Kubernetes, and scripting in Python/Go/Bash to accelerate solutions and improve the customer experience.

Qualifications

• Experience handling escalations and customer-facing technical support.
• Strong troubleshooting across Linux, Windows, and MacOS.
• Experience with Docker and Kubernetes.
• Scripting in Python, Go, or Bash.
• Familiarity with Zendesk, Jira, and Confluence is a plus.

Responsibilities

• Develop deep technical expertise and continuously learn as the product evolves.
• Investigate escalations, lead high-stakes technical calls, and drive solutions with urgency.
• Run office hours and mentor the Global Support Engineering team.
• Partner with Engineering and Product to identify gaps and drive improvements.
• Become the go-to expert on Agent, mastering technical landscape and customer experience.
• Triage, investigate, and resolve complex Agent-related escalations across deployment, configurations, performance, and telemetry.

Skills

Linux

Windows

MacOS

Troubleshooting

APIs/CLI

Scripting (Python/Go/Bash)

Education

Computer Science or Engineering degree

Tools

Docker

Kubernetes

Zendesk

Jira

Confluence

APIs

Job description

The Team

As the company’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 throughhands‑on technical call, in‑depth fact findings 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.

Role Summary

As part of the Technical Escalation Engineering (TEE) team, you’ll operate at the heart of the company’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 the company, 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 the go‑to expert on Agent at the company, mastering both the technical landscape and the customer experience.
• Triage, investigate, and resolve complex Agent‑related escalations spanning over Agent deployment, configurations, Agent performance, OOB and custom integrations, and telemetry/logs collection.

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.
• An expert working across Linux, Windows, and MacOS, with strong system‑level troubleshooting skills (processes, services, networking, file systems).
• Hands‑on with CLIs, APIs, and config files (YAML/JSON), and can confidently guide others toward best practices.
• Comfortable navigating containerized environments like Docker and Kubernetes.
• Confident with scripting and automation (Python, Go, or Bash) to improve troubleshooting workflows.

Bonus points

• Computer Science or Engineering majors
• Experienced in using Zendesk, Jira, Confluence, or similar softwares.
• Familiarity with the company, integrations ecosystem, or similar observability platforms is a strong plus.

The company values people from all walks of life. We understand not everyone will meet all the below qualifications on day one. That’s okay. If you’re passionate about technology and want to grow your skills, we encourage you to apply.

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 the company.

About the company:

The company 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, the company enables businesses to move faster with clarity and confidence. Learn more about #DatadogLife on Instagram, LinkedIn, and the company Learning Center.

Equal Opportunity at the company:

The company 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.

The company endeavors to make our Careers Page accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please complete this form. This form is for accommodation requests only and cannot be used to inquire about the status of applications.

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