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Technical Escalations Engineer II (RUM) - APJ

Datadog· Technical Solutions
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Hybrid (APJ)full-timePosted 2mo ago

About the role

Datadog’s in-house Technical Escalation Engineering (TEE) team enables customers through deep technical expertise, problem-solving, and exceptional engagement. The role focuses on resolving complex escalations, mentoring teams, and shaping product direction with a strong emphasis on Real User Monitoring (RUM) across web and mobile platforms in an APJ hybrid setup.

Responsibilities

  • Develop deep technical expertise and continuously learn as the product evolves.
  • Investigate complex escalations, lead high-stakes technical calls, and drive solutions for our most critical customer challenges with urgency and precision.
  • Run engaging office hours, deliver impactful learning sessions, and mentor the Global Support Engineering team (GSE).
  • Partner with Engineering and Product to proactively identify gaps, drive improvements, and advocate for customers in shaping the evolution of our platform.
  • Become a trusted resource on Real User Monitoring, handling escalations, guiding troubleshooting, and driving resolutions.
  • Lead investigations into session-related issues, telemetry gaps, SDK behavior inconsistencies, or performance metrics anomalies.
  • Partner with Product and Engineering to escalate issues, validate improvements, and influence the roadmap based on real-world use cases.
  • Contribute to internal tooling, playbooks, and enablement resources that scale RUM knowledge across the Solutions team.
  • Grow expertise in platform-specific behavior (e.g., JS frameworks, native mobile SDKs) while focusing on holistic end-user experience.

Qualifications

  • A self-driven problem solver with an obsession for excellence and continuous learning.
  • Strategic thinker with a client-centric approach.
  • Independent, fast learner capable of picking up new technologies and adapting to priorities.
  • Collaborator and mentor, committed to sharing knowledge and elevating team standards.
  • Passionate about end-user experience and observability with understanding of performance, behavior, and telemetry across web and mobile.
  • Familiar with client-side instrumentation and telemetry collection (browser SDKs or mobile integrations).
  • Comfortable investigating issues like missing sessions, incorrect tagging, data sampling, or signal noise across runtimes.
  • Analytical and resourceful, able to reproduce customer environments and analyze logs, SDK behavior, and performance patterns.
  • Eager to grow deeper expertise in web or mobile RUM with foundation to learn both.
  • Computer Science or Engineering majors.
  • Experienced with Zendesk, Jira, Confluence or similar tools.
  • Familiarity with Datadog, integrations ecosystem, or similar observability platforms is a plus.

Skills

Required:Real User Monitoring (RUM)Troubleshooting escalationsProduct and engineering collaborationMentoring and knowledge sharing

Benefits

  • Generous and competitive benefits
  • New hire stock equity (RSUs) and employee stock purchase plan
  • Continuous career development and pathing opportunities
  • Product training to develop an in-depth understanding of our product and space
  • Best in breed onboarding
  • Internal mentor and buddy program cross-departmentally
  • Friendly and inclusive workplace culture
Last updated Oct 22, 2026. Interested? Apply on the company site.

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