Datadog is seeking a highly motivated, results-oriented individual to lead our high-growth organization and cutting-edge Technical Escalations Engineering team. We are Datadog’s in-house product experts. The Technical Escalations Engineering team enables Datadog’s worldwide growth by educating potential clients and ensuring that existing customers are happy and successful. You’ll be joining a team and company where you will create solutions to complex problems, and will immediately witness your contributions to Datadog.

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, and mentor a team of global managers, who in turn manage different levels of leadership and Technical Escalation Engineers. Our TEEs investigate customer escalations, lead technical calls with clients, and handle high priority issues about customers’ product-related issues.
• Work closely with leaders across your reporting structure to oversee and drive innovation and initiatives across the team – with a resolute focus on customer experience. 
• Align with Global VP on department strategy and operating plan for the Global Escalations organization as we continue to scale our team globally. 
• Liaise with other leadership, as well as cross-functional leadership (Technical Solutions, Engineering, Product, and more) to tackle urgent matters, strategic initiatives, and to implement workflow improvements 
• Work with Recruiting, Growth Strategy, and Finance to plan for annual operating plan, including headcount needs, determining areas of growth, and guide hiring strategy accordingly.  
• Work with Engineering to identify knowledge gaps and establish service level objectives to better service our customers 
• Conduct regular 1:1’s with team members to provide constructive feedback and skills development on progressing their and their team’s development
  
  

Who You Are:

• Passionate about people management and mentorship with previous experience leading a team of 100+ employees across multiple regions 
• A critical thinker who defaults to a client-centric approach and uses data to make informed decisions
• Experienced in successful implementation of technical processes and procedures in scaling regions
• Provides direction to different levels of management regarding operations and professional development 
• Develops successful partnerships with Recruiting to raise the bar on hiring for your team 
• Self-motivated, detail-attentive, and have a desire for continuous learning 
• Someone with a high EQ and soft skills, with exceptional written and oral communication
• Able to think creatively about a wide variety of personnel and procedural challenges
• Current or recent experience (within the last 2-3 years) working in a Escalations Engineering or adjacent function within an enterprise technology environment
• Able to work onsite in an office location at least 3 days a week

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.

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