Manager 1, Technical Escalations Engineering

San Francisco, California, USA

The Team:

We are Datadog's in-house product experts. The technical solutions team enables Datadog's worldwide growth by educating potential clients and ensuring that existing customers are happy and successful. We share our technical and product expertise with customers through demos, presentations, technical evaluations, and ongoing support. Technical solutions is a growing global team that collaborates constantly to share knowledge and continuously advance our technical skillset. 

 

The Opportunity:

Join a diverse team of traditional and non-traditional backgrounds, working together to solve complex problems the right way. You will lead a team immersed in a startup-like environment where you will be challenged, but also will immediately witness your contributions to Datadog. As part of the Technical Escalations Engineering team, you will be at the crossroads between Solutions, Engineering, Product, and our customers. 

 

You Will:

  • 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 Solutions team
  • Develop technical knowledge in a specific product area
  • For your product area, investigate customer escalations, lead technical calls with clients, and share knowledge with the rest of the Solutions team
  • Help source and interview Technical Escalations Engineer applicants
  • Ensure successful onboarding of new Technical Escalations Engineers
  • Review and help prioritize Solutions Engineering escalations
  • Build out documentation and knowledge base articles for a variety of technologies in your product area
  • Prepare the worldwide Solutions team for new products and features, ensuring the technical proficiency of the team
  • Develop and complete OKRs for the Technical Escalations Engineering team
  • Partner with Engineering and Product to identify gaps in knowledge and process to better serve our customers
  • Partner with global Solutions leadership on macro-level initiatives

 

You Are:

  • Passionate about people management and/or mentorship with previous experience leading a team
  • Focused on career development and have experience leveling up high performers
  • Self-motivated, detail-attentive, and have a desire for continuous learning 
  • A critical thinker who defaults to a client-centric approach
  • Proficient in at least one area of technology/computing, with some programming experience

 

Bonus Points:

  • CS or Engineering majors
  • Active contribution to open-source projects (code, bug reports, etc.) and the Engineering Community (Meetups, etc.)
  • Experience using Zendesk, Jira, Confluence, or similar software

#LI-JO1

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:
$113,000—$134,000 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.