Senior Technical Solutions Operations Engineer

Datadog

  • New York City, NY
  • Permanent
  • Full-time
  • 7 days ago
Job Description:We are seeking a Senior Technical Solutions Operations Engineer (Sr TSOE), on our Technical Solutions Operations (TSO) team, to lead the configuration, optimization, and governance of the tech stack supporting Datadog's Technical Solutions team members across the globe. Delivering impactful high-quality solutions for a highly technical, enterprise-grade customer base, this role combines deep hands-on expertise with systems-level thinking, process design, and automation. The successful candidate will play a key part in configuring, optimizing, and future-proofing our tech stack - Zendesk, Assembled, AWS, Workato, Snowflake, Salesforce, and more. You will implement platform enhancements, lead automation initiatives, and serve as a key liaison across internal and external teams.Key Responsibilities:
  • Design, implement, monitor, and maintain scalable workflows, triggers, SLAs, and automations, using process mapping and root cause analysis to continuously reduce operational friction and improve business outcomes.
  • Collaborate with cross-functional teams to integrate core platforms with internal systems (e.g., Zendesk, Jira, Salesforce, Slack, SSO, analytics platforms).
  • Contribute to the evaluation and deployment of AI-powered tools (e.g., summarization, intelligent routing, and agent-assist) that enhance agent productivity and customer experience.
  • Manage roles, groups, and permissions across a global user base, ensuring compliance with data privacy and security standards (e.g., SOC 2, GDPR).
  • Stay current on industry innovations to continuously improve our tech stack. Contribute to roadmap planning, evaluating new features, and leading system upgrades and change management.
  • Collaborate with vendor representatives to manage system escalations and influence product direction.
  • Work a hybrid model of 3-5 days in office per week.
Qualifications:
  • 4-6+ years of hands-on experience developing integrated solutions in Zendesk or Salesforce, using off-the-shelf and custom-built components in a global, enterprise SaaS environment.
  • Solid technical background with an engineering degree in computer science or information systems.
  • Experienced in programming/scripting with any of the following: Python, JavaScript, Java
  • Experience supporting or implementing AI/automation in a support context (e.g., triage, routing, deflection).
  • Strong understanding of API-based integrations and automation platforms. Familiarity with middleware/integration tools and REST APIs.
  • Excellent analytical, communication, and documentation skills.
  • Experience with data analytics and reporting (e.g., Metabase, Tableau) is a plus.

Datadog