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.