Manager 2, Technical Escalations Engineering

Datadog

Sydney

1 week ago

Sydney

1 week ago

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Manager 2, Technical Escalations Engineering

Manager 2, Technical Escalations Engineering at Datadog in Sydney, Australia. This hybrid role involves managing and mentoring a team of Technical Escalation Engineers, collaborating cross-functionally, and driving operational improvements to enhance customer experience. Requires strategic leadership, technical expertise, and a data-driven approach.

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Hybrid

Full-time

Senior

Technical Escalation

Customer Support

Salary

Not specified

Work Location

Sydney, New South Wales, Australia, AU

Work Model

Hybrid

Employment Type

Full-time

Experience Level

Mid-Senior level

Core Qualifications

Technical (Must-have)

Technical EscalationCustomer SupportTroubleshootingProduct Knowledge

Soft Skills

CoachingMentoringLeadershipCross-functional CollaborationProblem-solvingData-driven Decision MakingCommunicationStrategic ThinkingCustomer Advocacy

Key Responsibilities

•Manage, develop, coach and mentor Technical Escalation Engineers and/or people managers and their teams
•Partner with Technical Engineering Director colleagues and VP of Support Engineering on strategic, global initiatives
•Ensure successful onboarding and development of Technical Escalation Engineers
•Oversee projects and initiatives within the region and cross-regionally
•Collaborate cross-functionally with senior leaders to implement operational improvements
•Elevate customer experience by refining escalation workflows and optimizing product feedback loops
•Act as key liaison across Datadog to drive alignment between Support, Sales, Customer Success, Engineering and Product
•Conduct regular 1:1s with team members for feedback and skills development
•Assist recruiting efforts to find and hire top talent
•Ensure quarterly targets for the region and functional area are met

ManagerTechnical EscalationsEngineeringSupportHybridSydneyDatadogLeadershipCustomer Experience

Key Responsibilities

•Manage, develop, coach and mentor Technical Escalation Engineers and/or people managers and their teams

•Partner with Technical Engineering Director colleagues and VP of Support Engineering on strategic, global initiatives

•Ensure successful onboarding and development of Technical Escalation Engineers

•Oversee projects and initiatives within the region and cross-regionally

•Collaborate cross-functionally with senior leaders to implement operational improvements

•Elevate customer experience by refining escalation workflows and optimizing product feedback loops

•Act as key liaison across Datadog to drive alignment between Support, Sales, Customer Success, Engineering and Product

•Conduct regular 1:1s with team members for feedback and skills development

•Assist recruiting efforts to find and hire top talent

•Ensure quarterly targets for the region and functional area are met