The Principal Support Engineer is a senior, hands-on technical expert responsible for driving rapid resolution of complex customer issues
Job Summary
The Principal Support Engineer is a senior, hands-on technical expert responsible for driving rapid resolution of complex customer issues.
This role blends deep technical troubleshooting, advanced log and API analysis, Datadog monitoring expertise, and leadership of high‑severity escalations.
The engineer will collaborate tightly with Engineering, Product, and external vendors to eliminate root causes, improve MTTR, and elevate the overall customer experience.
Matching Summary
The Principal Support Engineer is a senior, hands-on technical expert responsible for driving rapid resolution of complex customer issues.
Skills & Requirements
Must-have
Datadog monitoring expertise
REST API troubleshooting
distributed systems diagnosis
vendor escalation processes
MTTR and incident management
Nice-to-have
customer experience elevation
collaboration with Engineering
platform gap identification
workflow automation opportunities
Key Requirements
10+ years in Technical Support Engineering
Strong REST API troubleshooting
Experience diagnosing distributed systems
Hands-on experience with vendor escalation processes