2 months ago
Sydney, Australia +2 moreMid Level
Responsibilities
- Investigate complex customer escalations and lead high-stakes technical calls through resolution.
- Develop deep expertise in Real User Monitoring and troubleshoot session issues, telemetry gaps, SDK inconsistencies, and performance anomalies.
- Partner with Engineering and Product to identify gaps, validate improvements, and influence the product roadmap.
- Mentor Global Support Engineering teams through office hours, learning sessions, and technical enablement.
- Create internal tooling, playbooks, and enablement resources for RUM and Solutions teams.
- Reproduce customer environments and analyze logs, SDK behavior, tagging, sampling, and performance patterns.
Requirements
- Strong understanding of end-user experience, observability, performance, behavior, and telemetry across web and mobile platforms.
- Familiarity with client-side instrumentation, browser-based SDKs, mobile application integrations, and JavaScript frameworks or native mobile SDKs.
- Ability to investigate missing sessions, incorrect tagging, data sampling, signal noise, and runtime-specific issues.
- Computer Science or Engineering major.
- Experience using Zendesk, Jira, Confluence, or similar software.
- Familiarity with Datadog, its integrations ecosystem, or similar observability platforms is preferred.
- Self-directed problem-solving, customer-centric judgment, adaptability, collaboration, mentoring, and continuous learning.
Benefits
- Hybrid workplace with office collaboration and work-life harmony.
- Generous and competitive benefits, which may vary by country and employment arrangement.
- New hire stock equity through RSUs and an employee stock purchase plan.
- Continuous career development and pathing opportunities.
- Product training, best-in-class onboarding, and an internal cross-departmental mentor and buddy program.
- Friendly and inclusive workplace culture.
Tech Stack
DatadogJavaScript
Categories
Solutions Engineering
About Datadog
Datadog builds a SaaS observability and security platform that monitors infrastructure, applications, logs, and services for engineering and DevOps teams. Its products include infrastructure monitoring, APM, log management, real user monitoring, and cloud security, sold via subscriptions and used across cloud-native and hybrid environments. Founded in 2010 and headquartered in New York City, Datadog is a public company trading on NASDAQ under the ticker DDOG.