Technical Escalations Engineer 2

What You’ll Do

• Develop deep technical expertise and continuously learn as the product evolves.
• Investigate complex escalations, lead high-stakes technical calls, and drive solutions for our most critical customer challenges with urgency and precision.
• Run engaging office hours, deliver impactful learning sessions, and mentor the Global Support Engineering team (GSE), ensuring they’re equipped to handle any challenge.
• Partner with Engineering and Product to proactively identify gaps, drive improvements, and advocate for customers in shaping the evolution of our platform.
• Become the go-to expert on Datadog Logs within the Technical Solutions team, specializing in end-to-end log ingestion, processing, and visualization.
• Lead escalations involving missing logs, parsing discrepancies, pipeline misconfigurations, and unexpected indexing or retention behavior.
• Build internal tools, reusable diagnostic flows, and clear guides that empower TSEs and customers to troubleshoot log issues independently.

Who You Are

• A self-driven problem solver with an obsession for excellence and continuous learning. You thrive in ambiguity, take initiative, and push beyond expectations.
• A strategic thinker who defaults to a client-centric approach, proactively identifying opportunities to enhance customer experience while balancing technical feasibility.
• An independent, fast learner, capable of picking up new technologies, adapting to evolving priorities, and crafting innovative solutions to complex technical issues.
• A collaborator and mentor, who enjoys sharing knowledge, raising the technical bar for the team, and contributing to a culture of excellence.
• Experienced in troubleshooting common log issues such as parsing failures, dropped logs, incorrect facets, pipeline routing problems, and noisy ingestion.
• Comfortable working with GROK, JSON, and custom log parsers, and understand the impact of filters, remappers, and processors on log behavior.
• Confident navigating log-based monitors, Live Tail, cold storage, rehydration, and usage controls like exclusion filters and quotas.
• Analytical and precise, you enjoy digging into intricate pipelines, identifying root causes, and guiding customers to optimized, cost-effective solutions.

Bonus Points

• Computer Science or Engineering majors
• Experienced in using Zendesk, Jira, Confluence, or similar softwares.