Technical Escalations Engineer 2 - APJ
Investigates complex customer escalations involving Real User Monitoring, telemetry, SDK behavior, and performance across web and mobile platforms. The role partners with Engineering and Product, mentors support teams, and develops technical expertise and enablement resources.
About the job
Responsibilities
- Develop deep technical expertise in Datadog products and continuously learn as they evolve.
- Investigate complex escalations, lead high-stakes technical calls, and resolve critical customer challenges.
- Run office hours, deliver learning sessions, and mentor the Global Support Engineering team.
- Partner with Engineering and Product to identify gaps, drive improvements, validate fixes, and influence the roadmap.
- Handle Real User Monitoring (RUM) escalations and troubleshoot session-related issues, telemetry gaps, SDK behavior inconsistencies, and performance metric anomalies.
- Contribute to internal tooling, playbooks, and enablement resources that scale RUM knowledge.
- Build expertise in platform-specific behavior, including JavaScript frameworks and native mobile SDKs.
Requirements
- Strong problem-solving, analytical, troubleshooting, and customer-engagement skills.
- Understanding of end-user experience, observability, performance, behavior, and telemetry across web and mobile platforms.
- Familiarity with client-side instrumentation and telemetry collection through browser SDKs or mobile app integrations.
- Ability to investigate missing sessions, incorrect tagging, data sampling, and signal noise across runtime environments.
- Ability to reproduce customer environments and analyze logs, SDK behavior, and performance patterns.
- Computer Science or Engineering major.
- Experience with Zendesk, Jira, Confluence, or similar software.
Nice-to-haves
- Deeper expertise in web or mobile Real User Monitoring.
- Familiarity with Datadog, its integrations ecosystem, or similar observability platforms.
Compensation & Benefits
- Generous and competitive benefits.
- New-hire stock equity (RSUs) and employee stock purchase plan.
- Continuous career development and pathing opportunities.
- Product training and in-depth onboarding.
- Internal mentor and buddy program.
- Friendly and inclusive workplace culture.
- Benefits may vary by country of employment and employment type.
Skills
Real User Monitoring, JavaScript, Mobile Sdks, Client-Side Instrumentation, Telemetry, Zendesk, Jira, Confluence, Datadog, Observability, SDKs
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