Technical Escalations Engineer 2

Responsibilities

• Investigate complex customer escalations, lead high-stakes technical calls, and resolve critical technical challenges.
• Develop deep expertise in Database Monitoring and Datadog Agent integrations.
• Mentor Global Support Engineering teams through office hours and learning sessions.
• Partner with Engineering and Product to identify product gaps, improve the platform, and advocate for customers.
• Serve as a technical stakeholder for Postgres, MySQL, and SQL Server Agent integrations, proposing improvements to code, telemetry, and documentation.
• Create internal runbooks, public-facing solutions, and reusable debugging frameworks.
• Prepare readiness plans for Database Monitoring product releases.
• Reproduce customer environments across RDS, Azure, Cloud SQL, Linux, Windows, Kubernetes, and Docker.
• Perform root cause analysis and debug advanced configuration and performance issues.

Requirements

• Experience troubleshooting Datadog Agent and integrations, including advanced configuration and performance issues.
• Ability to read and assess primarily Python-based Agent and integration codebases.
• Experience debugging customer environments involving cloud-hosted and self-hosted databases.
• Strong systems thinking, experimentation, root cause analysis, and problem-solving skills.
• Ability to collaborate cross-functionally, teach others, and communicate complex technical concepts clearly.

Nice-to-haves

• Degree or major in Computer Science or Engineering.
• Experience with Zendesk, Jira, Confluence, or similar software.
• Familiarity with Datadog, observability platforms, or integrations ecosystems.

Compensation and Benefits

• Generous and competitive benefits.
• New-hire stock equity (RSUs) and employee stock purchase plan.
• Career development and pathing opportunities.
• Product training, onboarding, and cross-departmental mentor and buddy programs.