Greenhouse ·
full-timeIncident And Escalations Manager 3 - Us-west
Datadog · Denver, Colorado, USA; San Francisco, California, USA
Datadog provides a cloud‑based monitoring and analytics platform that helps organizations observe infrastructure, applications and logs in real time. The Incident and Escalations Manager 3 role sits within the Global Support Engineering team and focuses on owning the end‑to‑end response to production incidents and customer escalations. Day‑to‑day work includes triaging alerts, coordinating with support, engineering and product leads, driving communication to internal stakeholders and affected customers, and ensuring clear ownership until resolution. The role also involves creating and maintaining runbooks, designing process improvements and automations, mentoring peers on best practices, and contributing to hiring and training efforts. Candidates should have five or more years of incident management or escalation experience, preferably in a SaaS, cloud or observability environment, with a technical background in support engineering, SRE or a similar role, scripting ability in Python, JavaScript or shell, and strong cross‑functional coordination and communication skills. A bachelor’s degree in a related field or equivalent experience is expected, and the position follows Datadog’s hybrid workplace model.
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. We're looking for experts with a background in incident management and escalation handling to provide fast incident response, clear ownership, and calm, confident communication for our global customer base. In this individual contributor role, you will play a key part in customer communication, technical engagement, and incident management for our global customers. You will also implement processes and automations, use the same incident and case management tools we build for our customers, and help shape how they evolve. At Datadog, we place value in our office culture — the relationships and collaboration it builds and the creativity it brings to the table. We operate as a hybrid workplace to ensure our Datadogs can create a work-life harmony that best fits them. What You'll Do: Drive incidents and escalations to resolution from start to finish, including triage, coordination with our support, engineering and product teams. Own the response and keep customers and internal teams informed throughout. Independently coordinate cross-functional stakeholders through complex incidents and escalations, making the call on prioritization, response strategy, and when to pull in additional teams or leadership. Own communications during active incidents, including sensitive, large-scale, and publicly visible events, adapting the message for customers, internal teams, and leadership. Lead projects that deliver operational improvements to how IEM detects, manages, and communicates during incidents and escalations as Datadog and its products evolve. Create, maintain, and improve incident and escalation documentation, runbooks, and training materials, and lead retrospectives that turn individual incidents into durable process change. Mentor peers on incident and escalation management best practices, and contribute to interviewing and hiring. Design and implement real-time and proactive monitoring of customer infrastructure to surface customer-impacting risks before they escalate. Identify recurring cloud infrastructure and product issues across incidents and escalations, and partner with Engineering to feed findings back and reduce recurrence. Who You Are: 5+ years of related professional experience, including experience in incident management and customer escalations, with demonstrable ownership of complex incidents and critical customer situations; experience in a SaaS, cloud, or observability environment is a plus 2+ years of experience in a hands-on technical role at a software or cloud company, such as Support Engineering, Site Reliability Engineering, Solutions Architecture, or a similar technical function Strong familiarity with cloud computing and modern software architectures; scripting ability in Python, JavaScript, or shell is a plus Ability to correlate behaviors across known system interdependencies, assess customer and technical impact, and make sound decisions while remaining calm in high-pressure and ambiguous situations Experience independently coordinating cross-functional stakeholders and driving complex incidents and escalations toward resolution Experience driving projects from conception through delivery, with strong problem-solving skills and the ability to operate effectively in a fast-paced environment Strong written and verbal English communication skills, with the ability to communicate clearly with both technical and customer-facing audiences Bachelor's degree in Computer Science, Information Science/Technology, Engineering, or equivalent practical experience Datadog values people from all walks of life. We understand not everyone will meet all the below qualifications on day one. That's okay. If you’re passionate about technology and want to grow your skills, we encourage you to apply. Benefits and Growth: Generous and competitive US benefits New hire stock equity (RSUs) and employee stock purchase plan Continuous career development and pathing opportunities Product training to develop an in-depth understanding of our product and space Best in breed onboarding Internal mentor and buddy program cross-departmentally Friendly and inclusive workplace culture Benefits and Growth listed above may vary based on the country of your employment and the nature of your employment with Datadog. #LI-Hybrid Datadog offers a competitive salary and equity package, and may include variable compensation. Actual compensation is based on factors such as the candidate's skills, qualifications, and experience. In addition, Datadog offers a wide range of best in class, comprehensive and inclusive employee benefits for this role including healthcare, dental, parental planning, and mental health benefits, a 401(k) plan and match, paid time off, fitness reimbursements, and a discounted emp
| Role | Incident And Escalations Manager 3 - Us-west |
|---|---|
| Company | Datadog |
| Location | Denver, Colorado, USA; San Francisco, California, USA |
| Type | full-time |
| Compensation | Not disclosed |
| Posted | 2026-10-09 |
| Deadline | Rolling |
Typical process for this type of role
A general guide — the exact steps for this specific listing may vary; check the original posting for details.
- 1ApplicationSubmit your resume through the apply link.
- 2ScreeningRecruiter reviews your background against the role.
- 3AssessmentA technical test, assignment, or coding round, depending on the role.
- 4Interview(s)One or more rounds with the hiring team.
- 5OfferOffer letter with compensation and start date.
Before you apply
0/4About Datadog
Datadog provides a modern monitoring and security platform designed for developers, IT operations teams, and business users operating in the cloud. The company's platform offers a wide range of capabilities, including infrastructure, network, container, and serverless monitoring, as well as application performance monitoring, log management, and cloud security. These tools are utilized by organizations across various industries, such as financial services, healthcare, retail, and technology, to enable digital transformation and drive collaboration across teams. Datadog employs over 8,100 people globally and continues to expand its presence to support customers across diverse markets and regions.
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