Technical Escalations Engineer 2 (APM - Java/Proxy/C++) - Mexico City

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.

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 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), ensuring they’re equipped to handle any challenge. Partner with Engineering and Product to proactively identify gaps, drive improvements, and advocate for customers in shaping the evolution of our platform.
• Become the APM expert within Technical Solutions, owning deep-dive investigations across distributed tracing, service dependencies, and instrumentation behavior. Handle escalations related to missing or partial traces, performance anomalies, broken tagging, and incorrect service representation.
• Partner with Engineering and Product to validate backend behavior, flag instrumentation gaps, and shape the evolution of APM tooling.
• Build reusable tooling, trace analysis workflows, and troubleshooting documentation to improve APM supportability at scale.
• Lead global enablement efforts through office hours, async deep dives, and cross-team mentorship to raise APM fluency across Solutions.

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 collaborator and mentor, who enjoys sharing knowledge, raising the technical bar for the team, and contributing to a culture of excellence.
• Deeply familiar with distributed systems and how application traces flow through microservices, queues, databases, and third-party APIs.
• Experienced in debugging APM issues such as missing traces, partial spans, broken service maps, or incorrect tag propagation.
• Comfortable working with tracing libraries, instrumentation methods (manual, auto instrumentation), and integrations across multiple languages like Java, Proxy and Cpp. Confident interpreting graphs, span metadata, service performance metrics (latency, errors, throughput), and trace sampling behavior.
• Familiar with microservices, monoliths, and event-driven architectures, understanding their impact on observability.
• Curious, analytical, and excited to help customers improve their app performance visibility and root cause identification.

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 below 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 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

Benefits and Growth listed above may vary based on the country of your employment and the nature of your employment with Datadog.