Technical Escalations Engineer 2 (Logs)

About the role

You will operate at the intersection of Technical Solutions, Engineering, Product, and Customers, owning the resolution of the most complex log-related escalations that impact Datadog's largest strategic accounts. You will develop deep, evolving expertise across the entire Datadog Logs platform, from ingestion and parsing through indexing, retention, and visualization, ensuring customers achieve maximum performance and scalability from their observability data. You will lead high-stakes technical calls and fact-finding investigations, driving urgent and precise solutions while shaping platform direction through direct feedback to Engineering and Product teams. As a mentor to both customers and the Global Support Engineering organization, you will elevate the technical bar, run engaging office hours, and deliver impactful learning sessions that empower others to solve intricate problems independently. You will build internal tooling, reusable diagnostic flows, and clear guides to create a sustainable model for troubleshooting log issues and to foster a culture of curiosity, ownership, and technical excellence across the organization.

Key facts

What you'll do

Investigate intricate log escalations and lead high-pressure technical calls to deliver urgent, precise solutions for critical customer challenges.

Drive proactive improvements by partnering with Engineering and Product to identify platform gaps and advocate for customers throughout the evolution of Datadog's logs capabilities.

Become the definitive expert within the Technical Solutions team on Datadog Logs, owning end-to-end knowledge of log ingestion, processing, parsing, and visualization.

Lead complex escalations involving missing logs, parsing discrepancies, pipeline misconfigurations, and unexpected indexing or retention behavior.

Run engaging office hours and deliver impactful learning sessions to mentor the Global Support Engineering team and ensure they can handle even the most difficult scenarios.

Design and build internal tools, reusable diagnostic flows, and actionable guides that empower Technical Support Engineers and customers to independently troubleshoot log issues.

Navigate log-based monitors, Live Tail, cold storage, rehydration, and usage controls like exclusion filters and quotas with confidence and precision.

Analyze convoluted log pipelines to identify root causes and guide customers toward optimized, cost-effective solutions that align with their business objectives.

Collaborate directly with cross-functional teams to translate customer feedback into actionable product improvements and influence the future direction of the platform.

Champion a customer-centric mindset by balancing technical feasibility with strategic thinking to enhance the overall Datadog experience for clients worldwide.

Continuously learn and adapt as the Datadog Logs product evolves, ensuring your expertise remains at the cutting edge of observability and security.

Contribute to a culture of excellence by raising the technical bar for the team, mentoring colleagues, and fostering curiosity in every engagement.

Leverage deep knowledge of log processing components, including GROK patterns, JSON structures, custom log parsers, and the impact of filters, remappers, and processors.

Troubleshoot noisy ingestion issues, routing problems, and data inconsistencies while maintaining a focus on reliability and performance.

Document diagnostic processes and create clear guides that serve as lasting resources for both internal teams and external customers.

Requirements

A self-driven problem solver with an obsession for excellence and continuous learning who thrives in ambiguity and takes initiative to push beyond expectations.

A strategic thinker who defaults to a client-centric approach, proactively identifying opportunities to enhance customer experience while balancing technical feasibility and platform constraints.

An independent, fast learner capable of picking up new technologies, adapting to evolving priorities, and crafting innovative solutions to complex technical issues without direct supervision.

A collaborator and mentor who enjoys sharing knowledge, raising the technical bar for the team, and contributing to a culture of excellence, curiosity, and ownership.

Experienced in troubleshooting common log issues such as parsing failures, dropped logs, incorrect facets, pipeline routing problems, and noisy ingestion across diverse environments.

Comfortable working with GROK, JSON, and custom log parsers, and understanding the impact of filters, remappers, and processors on log behavior and data integrity.

Confident navigating log-based monitors, Live Tail, cold storage, rehydration workflows, and usage controls like exclusion filters and quotas to support customer needs.

Analytical and precise, with a demonstrated ability to dig into intricate pipelines, identify root causes, and guide customers toward optimized, scalable, and cost-effective solutions.

Strong written and verbal communication skills to clearly articulate technical concepts to both technical and non-technical audiences during high-stakes escalations and mentoring sessions.

Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail and delivering high-quality outcomes under tight deadlines.

Experience working directly with enterprise customers and understanding the impact of platform reliability, performance, and scalability on large-scale observability programs.

Proficiency with Datadog's internal tools and workflows to efficiently investigate, triage, and resolve complex log-related issues.

A commitment to following documented processes while also identifying opportunities for process improvement and automation to increase team efficiency.

Willingness to contribute to on-call rotations and respond to critical escalations across different time zones in support of global customers.

Eagerness to continuously expand product knowledge as the Datadog Logs platform evolves, ensuring that expertise remains current and actionable.