Technical Escalations Engineer 2 - APJ

Responsibilities

• Become the expert on usage metering, revenue-impacting behavior, and Cloud Cost Management within Technical Solutions, helping customers optimize usage and control spend across Datadog products.
• Lead escalations involving unexpected usage, missing metering data, usage spikes, billing anomalies, unclear attribution, and limits enforcement, including quotas, plans, exclusions, and overages.
• Partner with Product, Engineering, and Finance to escalate bugs, align on expected behavior, improve usage visibility, and drive transparency and fairness in billing and usage tracking.
• Build internal guides, tooling, diagnostics, playbooks, and customer-facing content for billing- and revenue-related questions and observability cost management.
• Enable the global Solutions team through training sessions and scalable resources covering usage, billing, and cost-related conversations.
• Surface customer feedback and recurring patterns to help shape the roadmap for usage visibility, billing transparency, and cost management.

Requirements

• Strong understanding of usage measurement, attribution, billing, usage limits, overages, metering discrepancies, plan entitlements, and customer contract constraints.
• Understanding of cloud cost drivers, usage attribution, and spend analysis.
• Familiarity with AWS, Azure, and Google Cloud billing models, including usage types, tags, accounts, projects, APIs, and billing exports.
• Ability to investigate data retention, high-cardinality signals, metric volume, log ingestion, and overage prevention and translate telemetry volume into cost impact.
• Familiarity with APIs, product usage metrics, tagging strategies, account-level configurations, and multi-organization setups.
• Experience working across technical and business boundaries, including backend telemetry pipelines and customer-facing issues.
• Analytical, precise communication with technical and non-technical stakeholders.
• Ability to investigate ambiguity, data anomalies, and edge cases and identify root causes.

Nice-to-haves

• Computer Science or Engineering background.
• Experience with Zendesk, Jira, Confluence, or similar software.
• Familiarity with Datadog, its integrations ecosystem, or similar observability platforms.

Compensation and Benefits

• Product training and continuous career development opportunities.
• Internal mobility, mentor, and buddy programs.
• New-hire stock equity (RSUs) and employee stock purchase plan (ESPP).
• Global mental health benefit through Spring Health.
• Generous benefits, varying by country of employment and employment terms.