Supports Datadog customers through tickets, live chat and screensharing, reproduces technical issues, troubleshoots integrations, and provides product demos and feedback.
About this role
This Technical Escalations Engineer role sits within Datadog’s Support Engineering organization and focuses on Real User Monitoring. The position connects customers with Technical Solutions, Engineering, and Product teams, handling difficult technical problems that affect web and mobile user experiences.
The work includes investigating complex escalations, leading high-stakes technical calls, troubleshooting session issues, telemetry gaps, SDK behavior inconsistencies, and performance-metric anomalies. The engineer also contributes to tooling, playbooks, and enablement resources, while developing expertise in JavaScript frameworks and native mobile SDK behavior. The role calls for a self-driven problem solver who can learn new technologies, work through ambiguity, take a client-centered approach, collaborate across teams, mentor support engineers, and contribute to product improvements based on real-world cases.
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