Manager 1, Technical Escalation Engineering - New York

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. This is not just a support role; this is a career-defining opportunity to push boundaries, grow as an expert, and make a tangible impact on both our customers and Datadog's future.

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 opportunity

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.

What you'll do:

• Manage, develop, and mentor a fast-paced team of Technical Escalations Engineers who handle high priority customer issues and liaise with Product,Engineering, and the worldwide Technical Solutions team

• Develop technical knowledge in a specific product area

• For your product area, investigate customer escalations, lead technical calls with clients, and share knowledge with the rest of the Solutions team

• Help source and interview Technical Escalations Engineer applicants

• Ensure successful onboarding of new Technical Escalations Engineers

• Review and help prioritize Solutions Engineering escalations

• Build out documentation and knowledge base articles for a variety of technologies in your product area

• Prepare the worldwide Technical Solutions team for new products and features, ensuring the technical proficiency of the team

• Develop and complete OKRs for the Technical Escalations Engineering team

• Partner with Engineering and Product to identify gaps in knowledge and process to better serve our customers

• Partner with global Solutions leadership on macro-level initiatives

Who you Are:

• Passionate about people management and/or mentorship with previous experience leading a team

• Focused on career development and have experience leveling up high performers

• Self-motivated, detail-attentive, and have a desire for continuous learning

• A critical thinker who defaults to a client-centric approach

• Proficient in at least one area of technology/computing, with some programming experience

Bonus Points:

• CS or Engineering majors

• Active contribution to open-source projects (code, bug reports, etc.) and the Engineering Community (Meetups, etc.)

• Experience using Zendesk, Jira, Confluence, or similar software