Technical Escalations Engineer 2 (Logs) - US-East

The Consulting Solutions; Boston (MA); Hybrid; USD 120,000 - 210,000; Full time

Benefits offered by this job

New hire stock equity (RSUs)

Employee stock purchase plan

Career development

Job summary

Datadog is seeking a Technical Escalation Engineer to join the in-house team and own the most challenging log‑driven problems. You’ll work at the intersection of Technology Solutions, Engineering, Product, and customers, shaping performance, scalability, and observability.

Hybrid work culture supports collaboration and work‑life balance. You will lead complex escalations, mentor the Global Support Engineering team, and partner with cross‑functional teams to drive platform improvements and

Qualifications

• A drive for excellence and continuous learning; thrives in ambiguity.
• Strong troubleshooting skills for log ingestion and processing issues.
• Experience mentoring or guiding others in technical settings.

Responsibilities

• Develop deep technical expertise and stay current as the product evolves.
• Investigate complex escalations and drive high-stakes technical resolutions.
• Lead learning sessions and mentor the Global Support Engineering team.
• Collaborate with Engineering and Product to improve the platform.
• Become the go-to expert on Datadog Logs for end-to-end ingestion and visualization.
• Build internal tools and guides to empower teams to troubleshoot logs.

Skills

GROK

JSON

Log parsing

Troubleshooting

Mentoring

Customer engagement

Education

Computer Science or Engineering majors

Tools

Zendesk

Jira

Confluence

Job description

The Team

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.

Role Summary

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 the go‑to expert on Datadog Logs within the Technical Solutions team, specializing in end‑to‑end log ingestion, processing, and visualization.
• Lead escalations involving missing logs, parsing discrepancies, pipeline misconfigurations, and unexpected indexing or retention behavior.
• Build internal tools, reusable diagnostic flows, and clear guides that empower TSEs and customers to troubleshoot log issues independently.

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.
• Experienced in troubleshooting common log issues such as parsing failures, dropped logs, incorrect facets, pipeline routing problems, and noisy ingestion.
• Comfortable working with GROK, JSON, and custom log parsers, and understand the impact of filters, remappers, and processors on log behavior.
• Confident navigating log‑based monitors, Live Tail, cold storage, rehydration, and usage controls like exclusion filters and quotas.
• Analytical and precise, you enjoy digging into intricate pipelines, identifying root causes, and guiding customers to optimized, cost‑effective solutions.

Bonus Points

• Computer Science or Engineering majors.
• Experienced in using Zendesk, Jira, Confluence, or similar softwares.

Benefits and Growth

Generous and competitive US 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.

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.

Datadog 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.

Any information you submit to Datadog as part of your application will be processed in accordance with Datadog’s Applicant and Candidate Privacy Notice. For information on our AI policy, please visit Interviewing at Datadog AI Guidelines.