Senior Manager, Technical Escalations Engineering

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. 

What You’ll Do:

• Manage, develop, coach and mentor Technical Escalation Engineers and/or people managers and their teams who respond to client requests, reproduce and troubleshoot issues, and dive into Datadog’s 400+ integrations
• Partner with Technical Engineering Director colleagues and VP of Support Engineering on strategic, global initiatives at scale 
• Ensure the successful onboarding and development of Technical Escalation Engineers
• Oversee all projects and initiatives within the region, as well as cross regional ones, and functional areas that Managers are responsible for and ensure successful and timely completion of said projects
• Collaborate cross-functionally with senior leaders to implement operational improvements and ensure that our customer experience remains highly regarded
• Elevate the customer experience by refining escalation workflows, optimizing product feedback loops, and ensuring our global support strategy meets the highest standards.
• Act as a key liaison across Datadog, driving alignment between Support, Sales, Customer Success, Engineering and Product to strengthen collaboration, resolve high-impact issues and enhance overall customer satisfaction. 
• Conduct regular 1:1’s with team members to provide constructive feedback and skills development.

• Assist recruiting efforts to find and hire top talent. 
• Responsible for ensuring that all quarterly targets for the region and functional area are met

Who You Are:

• A strategic and people-first leader with a proven track record of managing high-performing teams, including leading other managers. You excel at coaching and developing talent, fostering a culture of collaboration, ownership and massive impact.
• Product-minded with the ability to connect technical expertise to business. You understand how to bridge the gap between customer needs, product development and operational excellence.
• Data-driven and outcome focused, leveraging insights to guide decision-making, optimized team performance, and drive continuous improvement in customer experience and product adoption.
• A strong cross-functional collaborator, adept at working with Engineering, Product and other stakeholders to shape and execute key initiatives ensuring alignment with business goals.
• Constantly seeking ways to refine how technical enablement, self-service and customer engagement contribute to the broader team and product strategy.
• An advocate for customer success, ensuring that escalations, feedback loops and product signals are effectively leveraged to influence product direction and improve overall customer experience. 

Datadog values people from all walks of life. We understand not everyone will meet all the above qualifications on day one. That's okay. If you’re passionate about technology and want to grow your skills, we encourage you to apply.

Benefits and Growth:

• Best-in-breed onboarding
• Generous global benefits
• Intra-departmental mentor and buddy program for in-house networking
• New hire stock equity (RSUs) and employee stock purchase plan (ESPP)
• Continuous professional development, product training, and career pathing
• An inclusive company culture, able to join our Community Guilds and Inclusion Talks

Benefits and Growth listed above may vary based on the country of your employment and the nature of your employment with Datadog.