Technical Escalations Engineer 2 (Revenue and Cost Management)

About the role

The Technical Escalation Engineering team serves as the primary internal authority for complex product issues, bridging the gap between customers and our internal engineering and product groups. This role focuses specifically on revenue and cost management, where you will resolve intricate billing disputes and usage-related anomalies. You will act as a technical consultant to ensure our clients effectively manage their observability spend while maintaining platform performance.

Key facts

What you'll do

• Manage escalations related to usage metering, billing anomalies, unexpected spikes, and quota enforcement.
• Collaborate with Engineering, Product, and Finance departments to resolve bugs and improve the transparency of usage data.
• Develop internal playbooks, diagnostic tools, and customer-facing documentation to assist teams in handling billing and cost-forecasting inquiries.
• Train global solutions teams on usage metrics, billing models, and cost optimization strategies.
• Represent the customer perspective to influence the product roadmap regarding billing and usage visibility.

Requirements

• Proficiency in cloud billing models including AWS, Azure, and GCP, specifically regarding usage types, tagging, and account structures.
• Ability to analyze telemetry data, including log ingestion, metric volume, and high-cardinality signals, to determine cost impacts.
• Experience working with APIs, account-level configurations, and multi-organization setups.
• Strong analytical skills to communicate complex cost and usage information to both technical and business stakeholders.
• Capability to navigate ambiguous technical scenarios and identify root causes for data discrepancies.

Nice to have

• Degree in Computer Science or Engineering.
• Experience with Zendesk, Jira, or Confluence.
• Familiarity with the Datadog platform or similar observability ecosystems.

Skills & tools

• Cloud billing APIs (AWS, Azure, GCP)
• Usage metering and attribution
• Telemetry pipelines
• Data analysis and troubleshooting
• Technical documentation and training

Practical notes

• Benefits include new hire stock equity (RSUs), an employee stock purchase plan (ESPP), and global mental health support via Spring Health.
• The role offers continuous career development and internal mobility opportunities.
• Benefits and growth programs may vary based on the specific country of employment.
• Requisition ID: R20211.