✦ Luna Orbit — IT Support & Helpdesk

Technical Escalations Engineer 3 (Internal Developer Portal) - US-East

at Datadog

📍 Boston, Massachusetts, USA; New York, New York, USA Hybrid Posted March 11, 2026
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Position Details

Type Full-Time
Experience mid
Exp. Years 3+ years
Education Not specified
Category IT Support & Helpdesk

About this role

This role involves supporting Datadog customers by resolving complex technical issues, leading escalations, and collaborating with engineering teams to improve platform reliability.

Key Responsibilities

  • Investigate escalations
  • Lead technical calls
  • Mentor support teams
  • Collaborate with engineering
  • Ensure customer satisfaction

Technical Overview

The technical environment includes SaaS platform support, troubleshooting, technical investigation, and customer engagement, with a focus on Datadog platform expertise.

Ideal Candidate

The ideal candidate is a mid-level support engineer with 3+ years of experience in technical escalation, troubleshooting, and customer support within SaaS platforms. They possess strong problem-solving skills, technical expertise, and the ability to mentor support teams.

Must-Have Skills

Deep technical expertiseTroubleshootingCustomer supportTechnical call leadershipInvestigation

Nice-to-Have Skills

Platform knowledgeMentoring teamsComplex investigation experienceCustomer advocacy

Tools & Platforms

Datadog platform

Required Skills

Technical EscalationCustomer SupportTroubleshootingDatadog platformTechnical callInvestigationProblem-solvingCustomer engagementSupport engineeringMentoring

Hard Skills

Technical EscalationCustomer SupportTroubleshootingDeep technical expertiseInvestigationTechnical problem-solvingPlatform knowledgeDatadog platformComplex investigationsTechnical call leadership

Soft Skills

Problem-solvingCustomer engagementTechnical communicationMentoringCollaborationOwnershipTechnical excellence

Industry & Role

Industry SaaS
Job Function Technical support and escalation management for SaaS platform

Keywords for Your Resume

Technical EscalationCustomer SupportTroubleshootingDatadog platformTechnical callInvestigationProblem-solvingCustomer engagementTechnical expertiseComplex investigationsMentoringHybrid workSupport engineeringPlatform knowledgeTechnical excellence

Deal Breakers

Lack of experience in technical support or escalation roles, No experience with SaaS platforms, Inability to work in a hybrid environment, No customer support background

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