Principal Support Engineer

About the role

Escalations & Customer Experience Engineering 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.

What you'll do

• Perform hands‑on technical troubleshooting using Datadog (logs, traces, dashboards), API tools (Postman/ cURL ), and distributed log tracing
• Lead high-severity and strategic customer escalations, providing authoritative technical direction and t imely communication
• Drive vendor ticket escalations, ensuring SLA adherence and proactive follow‑ups with Microsoft, Adobe, AWS, Cisco, and others
• Collaborate with Engineering to deliver root-cause fixes, submit detailed technical findings, and validate permanent resolutions
• Partner with Product to identify platform gaps, recurring customer pain points, and areas for workflow or UX improvement

What you need

• 10–18 years in it support & networking
• Troubleshooting
• Datadog
• SOP writing
• Postman
• Zendesk
• AWS
• Any graduate

Good to have

• REST APIs