Overview¿Es este el puesto que está buscando? Si es así, siga leyendo para obtener más detalles y no olvide enviar su solicitud hoy mismo.In this role you drive rapid resolution of complex customer issues as a senior, hands-on expert. You partner with Engineering, Product, and vendors to eliminate root causes, improve MTTR, and elevate customer experience. You lead high‑severity escalations and translate complex problems into actionable paths for customers and internal teams. You’ll work across cross-functional teams to shape platform reliability and workflow improvements, delivering measurable impact and clear communication.ResponsabilidadesPerform hands-on troubleshooting using Datadog, API tools, and distributed log tracingLead high-severity escalations with authoritative technical direction and timely updatesDrive vendor escalations and ensure SLA adherence with major vendorsCollaborate with Engineering to deliver root-cause fixes and validate resolutionsPartner with Product to identify platform gaps and recurring pain pointsAnalyze MTTR, SLA trends, and bottlenecks; publish weekly insightsDevelop SOPs,



escalation workflows, and troubleshooting guides to improve operationsIdentify automation opportunities and optimize Zendesk workflows for self-service deflectionRequisitos principales10+ years in Technical Support Engineering, Escalations, SRE, or related rolesExpertise with Datadog (logs, traces, dashboards)Strong REST API troubleshooting using Postman, cURL, authentication flows, and JSONExperience diagnosing distributed systems, integrations, and SaaS behaviorProven ability to interface xhfqzwm with strategic enterprise customers and communicate complex issuesHands-on experience with vendor escalation processes and SLA governanceStrong working knowledge of MTTR, incident management, and technical support KPIsFamiliarity with Zendesk or similar ticketing platformsstrong communicationownership and urgencycross-functional collaborationDatadog logs, traces, monitors, dashboardsPostman and cURL for API testingREST API troubleshooting

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