Manager II Technical Escalations Engineering

Manager, Technical Escalation Engineering

About

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.

Responsibilities

• 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.

Requirements

• A strategic and people-first leader with a proven track record of managing high-performing teams, including leading other managers.
• 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. 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.