Datadog
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:
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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
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Develop technical knowledge in a specific product area
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For your product area, investigate customer escalations, lead technical calls with clients, and share knowledge with the rest of the Solutions team
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Help source and interview Technical Escalations Engineer applicants
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Ensure successful onboarding of new Technical Escalations Engineers
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Review and help prioritize Solutions Engineering escalations
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Build out documentation and knowledge base articles for a variety of technologies in your product area
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Prepare the worldwide Technical Solutions team for new products and features, ensuring the technical proficiency of the team
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Develop and complete OKRs for the Technical Escalations Engineering team
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Partner with Engineering and Product to identify gaps in knowledge and process to better serve our customers
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Partner with global Solutions leadership on macro-level initiatives
Who you Are:
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Passionate about people management and/or mentorship with previous experience leading a team
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Focused on career development and have experience leveling up high performers
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Self-motivated, detail-attentive, and have a desire for continuous learning
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A critical thinker who defaults to a client-centric approach
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Proficient in at least one area of technology/computing, with some programming experience
Bonus Points:
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CS or Engineering majors
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Active contribution to open-source projects (code, bug reports, etc.) and the Engineering Community (Meetups, etc.)
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Experience using Zendesk, Jira, Confluence, or similar software
Datadog offers a competitive salary and equity package, and may include variable compensation. Actual compensation is based on factors such as the candidate's skills, qualifications, and experience. In addition, Datadog offers a wide range of best in class, comprehensive and inclusive employee benefits for this role including healthcare, dental, parental planning, and mental health benefits, a 401(k) plan and match, paid time off, fitness reimbursements, and a discounted employee stock purchase plan.
The reasonably estimated yearly salary for this role at Datadog is:
$108,000—$144,000 USD
About Datadog:
Datadog (NASDAQ: DDOG) is a global SaaS business, delivering a rare combination of growth and profitability. We are on a mission to break down silos and solve complexity in the cloud age by enabling digital transformation, cloud migration, and infrastructure monitoring of our customers’ entire technology stacks. Built by engineers, for engineers, Datadog is used by organizations of all sizes across a wide range of industries. Together, we champion professional development, diversity of thought, innovation, and work excellence to empower continuous growth. Join the pack and become part of a collaborative, pragmatic, and thoughtful people-first community where we solve tough problems, take smart risks, and celebrate one another. Learn more about #DatadogLife on Instagram, LinkedIn, and Datadog Learning Center.
Equal Opportunity at Datadog:
Datadog is an Affirmative Action and Equal Opportunity Employer and is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and more. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Here are our Candidate Legal Notices for your reference.
Your Privacy:
Any information you submit to Datadog as part of your application will be processed in accordance with Datadog’s Applicant and Candidate Privacy Notice.
Top Skills
Datadog New York, New York, USA Office
We are located in the New York Times building and five-minute walk away from Times Square. The 42 St Port Authority Bus Terminal is right across the street, providing a highly accessible transportation network.
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