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Datadog's Technical Escalation Engineering (TEE) team is seeking a Technical Escalations Engineer 2 to serve as a deep technical expert for the Web Platform. You'll operate at the intersection of Technical Solutions, Engineering, Product, and Customer Success, tackling the most challenging technical problems and directly impacting platform performance and customer success.
Key responsibilities include: investigating complex escalations and leading high-stakes technical calls for critical customer challenges; becoming the go-to expert for Web Platform experience, owning investigations across authentication, authorization, identity, enterprise administration, and the full visualization stack (dashboards, notebooks, sheets, DDSQL); handling complex escalations related to login failures, broken dashboards, permission mismatches, audit discrepancies, and visualization bugs; coordinating cross-functional investigations that span multiple product areas; developing internal tooling, debugging guides, and reusable workflows to help support teams resolve issues efficiently; running office hours and delivering learning sessions to mentor the Global Support Engineering team; and partnering with Engineering and Product to identify gaps, drive improvements, and advocate for customers in shaping platform evolution.
You should be a self-driven problem solver obsessed with excellence and continuous learning, thriving in ambiguity and pushing beyond expectations. You're a strategic thinker with a client-centric approach, an independent fast learner capable of picking up new technologies, and a collaborator who enjoys mentoring and raising the technical bar.
Required expertise: deep familiarity with authentication standards (SAML, OIDC, OAuth2, SCIM) and confident debugging of access issues; experience investigating authorization at enterprise scale across roles, permissions, data restrictions, and credential lifecycle; comfort with audit and compliance as product problems; familiarity with the admin persona and governance controls; fluency in data visualization as a discipline; and ability to troubleshoot graphs end-to-end from configuration through query resolution to rendering.
Bonus: Computer Science or Engineering background; experience with Zendesk, Jira, Confluence; familiarity with Datadog, integrations ecosystem, or similar observability platforms.
