Lead complex, high-impact customer incidents and escalations from response through resolution. Coordinate Support, Engineering, Product, Sales, and leadership; manage sensitive communications; improve incident processes, automation, monitoring, runbooks, and training; identify systemic issues and drive preventive technical and operational improvements. Mentor incident management staff and influence cross-functional response practices across a global SaaS organization.

Supports day-to-day Sydney office operations by welcoming visitors, assisting employees, maintaining supplies and inventory, coordinating vendors, managing service tickets, conducting floor walkthroughs, supporting safety protocols, organizing events, and assisting with office moves, build-outs, and openings. The role requires strong organization, communication, multitasking, problem-solving, spreadsheet, and relationship-management skills in a fast-paced, rapidly growing environment.

Investigate complex customer escalations involving Real User Monitoring, sessions, telemetry gaps, SDK behavior, tagging, sampling, and performance metrics. Lead technical calls, reproduce customer environments, troubleshoot logs and runtime behavior, mentor support engineers, conduct enablement sessions, and collaborate with Product and Engineering to improve Datadog’s platform, tooling, documentation, and roadmap.