Technical Escalations Engineer 2 (Web Platform) - US-West
Datadog · Denver, Colorado, USA; San Francisco, California, USA
About this role
**Technical Escalations Engineer 2 (Web Platform) - US-West** ## About the Team Datadog’s Technical Escalation Engineering (TEE) team is made up of in-house product experts who help customers succeed—driving global impact through deep technical expertise, relentless problem-solving, and exceptional customer engagement. ## 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 critical customer challenges with urgency and precision. - Run office hours, deliver learning sessions, and mentor the Global Support Engineering (GSE) team. - Partner with Engineering and Product to proactively identify gaps, drive improvements, and advocate for customers. ### Web Platform Ownership - Become the go-to expert for Datadog’s Web Platform experience, owning investigations across: - Authentication, authorization, identity - Enterprise administration - Visualization stack (dashboards, notebooks, sheets, DDSQL) - Handle escalations involving: - Login failures - Broken dashboards - Permission mismatches - Audit discrepancies - Visualization bugs - Coordinate investigations spanning multiple product areas, keeping teams aligned and accountable for outcomes. - Build internal tooling, debugging guides, and reusable workflows to resolve access and UI issues efficiently and consistently. ## Who You Are - A self-driven problem solver with an obsession for excellence and continuous learning. - A strategic, client-centric thinker who balances customer impact with technical feasibility. - An independent, fast learner who can adapt to evolving priorities and craft solutions to complex technical issues. - A collaborator and mentor who enjoys sharing knowledge and raising the technical bar. ### Required Expertise - Strong familiarity with authentication standards and patterns: **SAML, OIDC, OAuth2, SCIM**. - Experience debugging access issues across identity providers and account configurations. - Experience investigating authorization at enterprise scale (roles, permissions, data restrictions, credential lifecycle). - Comfort treating audit/compliance as a product problem—reconstructing *who did what, when, and why*, and recognizing when records are incorrect. - Familiarity with admin workflows: managing users/organizations, governance controls, and keeping large accounts coherent. - Fluency in data visualization (what chart fits which question; what makes dashboards readable at a glance). - Ability to troubleshoot graphing end-to-end (configuration → query resolution → rendering). ## Bonus Points - Computer Science or Engineering background. - Experience with tools like **Zendesk, Jira, Confluence** (or similar). - Familiarity with **Datadog** and/or observability integrations. ## Benefits and Growth - Generous and competitive benefits - New hire stock equity (RSUs) and employee stock purchase plan - Continuous career development and pathing opportunities - Product training and best-in-breed onboarding - Internal mentor and buddy program - Friendly and inclusive workplace culture *Benefits may vary based on country and employment type.* ## Location / Work Style **#LI-Hybrid** ## Compensation (Estimated) The reasonably estimated yearly salary range for this role at Datadog is **$85,000–$113,000 USD** (actual compensation may vary based on skills, qualifications, and experience).
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