Manager 1, Technical Escalation Engineering – Boston Position Available In Suffolk, Massachusetts

Manager 1, Technical Escalation Engineering – Boston
Boston, Massachusetts, USA
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, orplex 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 tacklingplex 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 w you belong.
What you’ll do:
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
Develop technical knowledge in a specific product area
For your product area, investigate customer escalations, lead technical calls with clients, and knowledge with the rest of the Solutions team
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 Technical Solutions team for new products and features, ensuring the technical proficiency of the team
Develop andplete 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
Who 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 technologyputing, 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
Datadog offers apetitive salary and equity package, and may include variablepensation. Actualpensation is based on factors such as the candidate’s skills, qualifications, and experience. In addition, Datadog offers a wide range of best in class,prehensive 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 rarebination of growth and profitability. We are on a mission to break down silos and solveplexity 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 be part of a collaborative, pragmatic, and thoughtful people-firstmunity w we solve tough problems, take smart risks, and celebrate one another.