Job Description Investigate technical issues reported by enterprise customers. You'll analyse symptoms form hypotheses, follow the evidence to root cause Use observability tooling (Datadog logs, traces, metrics, dashboards) to diagnose issues across distributed services Read code across multiple repositories to verify hypotheses and trace request flows Query databases when needed to confirm system state and reproduce issues Engineering escalation chain: You'll manage tickets through their full lifecycle, from intake to resolution, across the support Communicate proactively and professionally with enterprise customers: structured updates, clear next steps, calibrated expectation management Partner with engineering teams when escalation is needed. You'll frame issues clearly, provide reproducible evidence, advocate for customer impact Document findings, contribute to internal knowledge bases, and surface recurring patterns to drive systemic improvements Participate in rotational on-call coverage for high-severity incidents (evenings, weekends), supporting our enterprise customers when issues cannot wait until business hours