Technical Escalations Engineer 2 (Revenue and Cost Management)

About the Role

As Datadog’s in-house product experts, the Technical Escalation Engineering (TEE) team plays a critical role in driving our global success. We enable our customers, from the world’s most innovative startups to the largest enterprises.

Through deep technical expertise, relentless problem-solving, and exceptional customer engagement, we educate, guide, and troubleshoot, delivering high-impact solutions that shape the customer experience. Whether through hands-on technical calls, in-depth fact-finding meetings, or complex investigations, we set the gold standard for technical excellence and customer advocacy.

What You’ll Do

• Become the expert on usage metering, revenue-impacting behavior, and Cloud Cost Management within Technical Solutions, helping customers optimize usage and control spend across all Datadog product lines.
• Lead escalations involving unexpected usage, missing metering data, usage spikes, billing anomalies, unclear attribution, or limits enforcement (e.g., quotas, plans, exclusions, overages).
• Partner closely with Product, Engineering, and Finance to escalate bugs, align on expected behavior, improve usage visibility, and drive transparency and fairness in billing and usage tracking.
• Build internal guides, tooling, diagnostics, and playbooks — plus customer-facing content — that help teams confidently handle billing- and revenue-related questions and forecast, reduce, and monitor observability costs.
• Enable the global Solutions team by running training sessions and building scalable resources that empower others to support usage, billing, and cost-related conversations effectively.
• Act as a voice of the customer, surfacing feedback and patterns to help shape the roadmap for usage visibility, billing transparency, and cost management.

Who You Are

• Curious and detail-oriented when it comes to how usage is measured, attributed, and billed across products — including usage limits, overages, metering discrepancies, plan entitlements, and customer contract constraints.
• Passionate about helping customers optimize their cloud footprint, with a strong grasp of cloud cost drivers, usage attribution, and spend analysis.
• Familiar with cloud billing models (AWS, Azure, GCP) — usage types, tags, accounts/projects — and how that data is exposed via APIs and billing exports.
• Comfortable digging into data retention, high-cardinality signals, metric volume, log ingestion, and overage prevention, and able to translate telemetry volume into cost impact.
• Familiar with APIs, product usage metrics, tagging strategies, and the nuances of account-level configurations and multi-org setups.
• Experienced working across technical and business boundaries — equally comfortable with backend telemetry pipelines and customer-facing impact and urgency.
• Analytical and precise, able to communicate usage and cost impact clearly to both technical and non-technical stakeholders.
• Comfortable working with ambiguity, data anomalies, and edge cases, and committed to finding root causes that drive customer trust.

Bonus Points

• Computer Science or Engineering majors.
• Experienced in using Zendesk, Jira, Confluence, or similar software.
• Familiarity with Datadog, integrations ecosystem, or similar observability platforms is a strong plus.

Benefits & Growth

• Product training to develop an in-depth understanding of our product and space.
• Continuous career development and pathing opportunities for internal mobility.
• Intra-departmental mentor and buddy program for in-house networking.
• An inclusive company culture, ability to join our Community Guilds.
• New hire stock equity (RSUs) and employee stock purchase plan (ESPP).
• Free global mental health benefit through Spring Health.
• Generous global benefits.