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 expertise
REST API troubleshooting
distributed systems diagnosis
high-severity escalations leadership
vendor ticket escalations
Nice-to-have
strong ownership and urgency
clear communication skills
workflow improvement identification
Key Requirements
10+ years in Technical Support Engineering or related roles
Proven ability to interface with enterprise customers
Hands-on experience with vendor escalation processes