Technical Escalations Engineer 2 (Synthetics) - Mexico City

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. Whether through hands-on technical call, in-depth fact findings meeting, or complex investigations, we set the gold standard for technical excellence and customer advocacy.

As part of our TEE team, you'll tackle the most challenging technical problems, collaborate directly with Engineering and Product to refine and evolve our platform, and mentor teams worldwide, elevating the technical bar at every level.

 

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:

• Develop deep technical expertise, continuously learn as the product evolves, and become the go-to authority in your domain.
• 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), ensuring they’re equipped to handle any challenge.
• Partner with Engineering and Product to proactively identify gaps, drive meaningful improvements, and advocate for customers in shaping the evolution of our platform.
• Become the Synthetics expert within the Technical Solutions team, supporting deep technical investigations around API and browser test behavior.
• Lead escalations involving failed tests, flakiness, unexpected downtime alerts, test scheduling issues, and false positives or negatives.
• Collaborate with Product and Engineering to escalate bugs, propose test engine improvements, and refine the customer experience.
• Create reusable troubleshooting guides, internal tools, and scalable workflows to help TSEs diagnose and resolve synthetic test issues quickly.
• Enable the global Solutions team through live sessions, async learning, and technical mentoring on how to confidently support Synthetic Monitoring.

 

Who You Are:

• A self-driven problem solver with an obsession for excellence and continuous learning. You thrive in ambiguity, take initiative, and push beyond expectations.
• A strategic thinker who defaults to a client-centric approach, proactively identifying opportunities to enhance customer experience while balancing technical feasibility.
• An independent, fast learner, capable of picking up new technologies, adapting to evolving priorities, and crafting innovative solutions to complex technical issues.
• A customer advocate, experienced in high-stakes technical support or solutions engineering, comfortable tackling difficult customer challenges, and turning problems into opportunities.
• A collaborator and mentor, who enjoys sharing knowledge, raising the technical bar for the team, and contributing to a culture of excellence.
• Experienced in proactive monitoring and understand the value of simulating user behavior to catch issues before they impact real customers.
• Comfortable troubleshooting API and browser tests, including multi-step workflows, variable substitution, assertions, global variables, and test retries.
• Familiar with front-end behavior, page load performance, HTTP protocols, headers, and network errors,  and how they relate to test failures.
• Confident working with Synthetic CI/CD integrations, private locations, and the interplay between synthetic signals and backend performance data.
• Detail-oriented and customer-focused, with a passion for reducing noise, increasing test reliability, and improving detection accuracy.

 

Bonus Points

• Computer Science or Engineering majors
• Experienced in using Zendesk, Jira, Confluence, or similar softwares.

 

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:

• Generous and competitive global benefits
• New hire stock equity (RSUs) and employee stock purchase plan (ESPP)
• Continuous professional development, product training, and career pathing
• Intradepartmental mentor and buddy program for in-house networking
• An inclusive company culture, ability to join our Community Guilds (Datadog employee resource groups)
• Best in breed onboarding

 

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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