Technical Escalations Engineer 2 (Web Platform)

at  DataDog

We are Datadog’s in-house product experts. The Technical Support team enables Datadog’s worldwide growth by educating potential clients and ensuring that existing customers are happy and successful. We share our technical and product expertise with customers via multi-channel technical support, demos, and presentations. You’ll be joining a team and company where you will be challenged, but also will immediately witness your contributions to Datadog.
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.

• Develop technical knowledge and serve as a go-to technical resource across the following product areas:
• AAA (Accounts, Authentication, Access Control)
• Graphing (Data visualization, Dashboards, Notebooks)
• API Platform, Referential Data Platform, Infrastructure List
• Investigate and triage customer escalations, lead technical calls with clients, and handle complex cases about customers’ issues in your primary product area
• Routinely lead support hand-off meetings for escalations that require Engineering attention
• Partner with our Technical Enablement team to maintain documentation and knowledge base articles for a variety of technologies within your area(s) of expertise
• Prepare the worldwide Technical Support Engineering team for new products and features, ensuring the technical proficiency of the team
• Run office hours and lead training sessions for the Technical Support Engineering team
• Work from a Datadog office 3 - 5 days per week