About the company
The Incident and Escalation Management team (IEM) is part of Datadog's Global Support Engineering (GSE) organization. IEM exists to continuously improve Datadog's overall customer experience during incidents and other critical moments.
Responsibilities
- Lead the response to the most complex, ambiguous, and high-impact incidents and escalations from start to finish
- Navigate competing priorities across multiple critical customer situations
- Represent IEM to regional Support, Sales, and Engineering leadership
- Lead communications during highly sensitive, public, or large-scale incidents
- Act as a trusted incident and escalation partner across Support, Engineering, Product, and other teams
- Lead high-impact, cross-functional projects that improve incident and escalation management at scale
- Establish and evolve incident and escalation best practices, documentation, runbooks, and training
- Mentor and develop other IEMs or GSE members
- Design and champion proactive monitoring and detection strategies
- Identify systemic patterns across incidents, escalations, customer infrastructure, and product behavior
Requirements
- 8+ years of related professional experience, including at least 4 years in incident management and customer escalations
- Significant experience in a hands-on technical role at a software or cloud company (Support Engineering, SRE, Solutions Architecture, or similar)
- Strong understanding of cloud computing, distributed systems, and modern software architectures
- Scripting ability in Python, JavaScript, or shell is a plus
- Demonstrated ability to lead through ambiguity during high-pressure situations
- Experience operating as the sole or most senior incident responder in a region or timezone
- Experience identifying systemic patterns and translating them into operational improvements
- Proven experience driving complex, cross-functional projects
- Exceptional written and verbal English communication skills
- Bachelor's degree in Computer Science, Information Science/Technology, Engineering, or equivalent practical experience
Conditions
- Generous and competitive US benefits
- New hire stock equity (RSUs) and employee stock purchase plan
- Continuous career development and pathing opportunities
- Product training
- Best in breed onboarding
- Internal mentor and buddy program cross-departmentally
- Friendly and inclusive workplace culture
- Hybrid workplace