At Datadog, customers rely on us to be there when it matters most. The Incident & Executive Escalation Management (IEM) Team is the frontline for high-impact incidents and executive-level escalations ensuring a swift, transparent, and effective response when challenges arise. We actively participate in critical incident resolution, drive technical engagement, cross-functional collaboration, and executive communication to protect customer trust. The IEM team does not just react, we proactively improve processes, reduce recurrence, and elevate the customer experience by refining escalation workflows and strengthening partnerships across Support, Engineering, and Product. 

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:

Define and execute incident and escalation management strategies (playbook, processes and workflows), aligning with company goals and customer needs. Ensure the successful onboarding and development of Incident and Escalation Managers (IC role). Ensure your team provides fast and successful incident response and stakeholder ownership. Work with the IEMs and stakeholders to assess and implement processes based on the lessons learned from each incident to limit further occurrence. Conduct regular 1:1s with team members to provide constructive feedback and skills development. Assist recruiting efforts to find and hire top talent. Act as a key liaison across Datadog, driving alignment between Support, Sales, Customer Success, Engineering, and Product to strengthen collaboration, resolve high-impact issues, and enhance overall customer satisfaction. Responsible for ensuring that all quarterly targets for the region and functional area are met. Collaborate cross-functionally with senior leaders to implement operational improvements and ensure that our customer experience remains highly regarded

Who You Are:

A strategic and people-first leader with a proven track record of managing high-performing individuals, including leading other managers. You excel at coaching and developing talent, fostering a culture of collaboration, ownership, and massive impact. Experienced in leading incident and escalation management teams within a high-growth, SaaS, or enterprise technology environment, driving operational excellence. A strong cross-functional collaborator, adept at working with Engineering, Product, and other stakeholders to shape and execute key initiatives ensuring alignment with business goals. Customer-centric, ensuring a proactive and structured approach to escalation management. Product-minded with the ability to connect technical expertise to business. You understand how to bridge the gap between customer needs, product development, and operational excellence. Data-driven and outcome-focused, leveraging insights to guide decision-making, optimize team performance, and drive continuous improvement in customer experience and product adoption. Design and implement real-time and proactive changes to move the business forward and provide world-class support to stakeholders and customers.  An advocate for customer success, ensuring that escalations, feedback loops, and product signals are effectively leveraged to influence product direction and improve overall customer experience. Adaptable and able to thrive in fast-paced, globally distributed environments. A team builder, passionate about developing high-performing teams and fostering a culture of ownership and accountability.

Datadog values people from all walks of life. We understand not everyone will meet all the above 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:

Best-in-breed onboarding Generous global benefits Intra-departmental mentor and buddy program for in-house networking New hire stock equity (RSUs) and employee stock purchase plan (ESPP) Continuous professional development, product training, and career pathing An inclusive company culture, able to join our Community Guilds and Inclusion Talks

Benefits and Growth listed above may vary based on the country of your employment and the nature of your employment with Datadog.

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 employee stock purchase plan.

The reasonably estimated yearly salary for this role at Datadog is:$152,000—$200,000 USD

About Datadog: 

Datadog (NASDAQ: DDOG) is a global SaaS business, delivering a rare combination of growth and profitability. We are on a mission to break down silos and solve complexity in the cloud age by enabling digital transformation, cloud migration, and infrastructure monitoring of our customers’ entire technology stacks. Built by engineers, for engineers, Datadog is used by organizations of all sizes across a wide range of industries. Together, we champion professional development, diversity of thought, innovation, and work excellence to empower continuous growth. Join the pack and become part of a collaborative, pragmatic, and thoughtful people-first community where we solve tough problems, take smart risks, and celebrate one another. Learn more about #DatadogLife on Instagram, LinkedIn, and Datadog Learning Center.

Equal Opportunity at Datadog:

Datadog is an Affirmative Action and Equal Opportunity Employer and is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and more. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Here are our Candidate Legal Notices for your reference.

Your Privacy:

Any information you submit to Datadog as part of your application will be processed in accordance with Datadog’s Applicant and Candidate Privacy Notice.