Principal Support Engineer
Core
Senior technical expert driving rapid resolution of complex customer escalations and improving MTTR through deep troubleshooting and vendor management.
Role type
Principal Support Engineer (Escalations & Customer Experience Engineering)
Builds
Improved customer experience, reduced MTTR, and optimized support workflows for enterprise clients.
Domain
SaaS platform support and distributed systems troubleshooting
Required skills
Datadog expertise, REST API troubleshooting, distributed systems diagnosis, vendor escalation management, incident management, SOP development, automation design
Preferred skills
Experience with Zendesk, strategic enterprise customer interface, root-cause analysis
Technologies
Datadog, Postman, cURL, Zendesk, Microsoft, Adobe, AWS, Cisco
Responsibilities
Perform hands-on technical troubleshooting using logs, traces, and API tools; lead high-severity customer escalations; drive vendor ticket escalations; collaborate with Engineering to deliver root-cause fixes; partner with Product to identify platform gaps; analyze MTTR and SLA trends; develop SOPs and automation opportunities
Seniority
Principal, hands-on IC