Technical Escalations Engineer 2 (APM) - US-West

APM - Python/.NET/Ruby cohort

The Team

At Datadog, we don’t just support our products, we master them. 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, to harness the full power of Datadog’s platform, ensuring their growth, reliability, and performance.

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 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.

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.

The Job

Join a team of elite problem-solvers from diverse backgrounds, engineers, innovators, and technologists, united by a passion for tackling complex challenges the right way. We don’t just fix problems, we redefine solutions.

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. If you’re ready to elevate your career and push technical boundaries, this is where you belong.

Datadog 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.

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 customer advocate, experienced in high-stakes technical support or solutions engineering, comfortable tackling difficult customer challenges, and turning problems into opportunities.
• A collaborator and mentor, who enjoys sharing knowledge, raising the technical bar for the team, and contributing to a culture of excellence.
• Deeply familiar with distributed systems and how application traces flow through microservices, queues, databases, and third-party APIs.
• Experienced in debugging APM issues such as missing traces, partial spans, broken service maps, or incorrect tag propagation.
• Comfortable working with tracing libraries,instrumentation methods (manual, auto-instrumentation), and integrations across multiple languages like Python, .Net and Ruby.
• Confident interpreting graphs, span metadata, service performance metrics (latency, errors, throughput), and trace sampling behavior.
• Familiar with microservices, monoliths, and event-driven architectures, understanding their impact on observability.
• Curious, analytical, and excited to help customers improve their app performance visibility and root cause identification.

Bonus points

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

You Will

• Develop deep technical expertise, continuously learn as the product evolves, and become the go-to authority in your domain.
• 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 meaningful improvements, and advocate for customers in shaping the evolution of our platform.
• Become the APM expert within Technical Solutions, owning deep-dive investigations across distributed tracing, service dependencies, and instrumentation behavior.
• Handle escalations related to missing or partial traces, performance anomalies, broken tagging, and incorrect service representation.
• Partner with Engineering and Product to validate backend behavior, flag instrumentation gaps, and shape the evolution of APM tooling.
• Build reusable tooling, trace analysis workflows, and troubleshooting documentation to improve APM supportability at scale.
• Lead global enablement efforts through office hours, async deep dives, and cross-team mentorship to raise APM fluency across Solutions.