Analyst I Software Engineering

Job Description:

Job Title: Dynatrace Support Engineer

Job Overview:

The Dynatrace Support Engineer is responsible for providing technical support and expertise in the deployment, configuration, and maintenance of Dynatrace solutions. This role focuses on ensuring optimal performance and reliability of Dynatrace installations and resolving any issues that arise. The ideal candidate will possess strong troubleshooting skills, a deep understanding of performance monitoring tools, and excellent customer service abilities.

Key Responsibilities:

Technical Support:

• Provide first and second-level support for Dynatrace-related issues.
• Respond to and resolve customer inquiries and support tickets in a timely manner.
• Diagnose and troubleshoot performance and configuration issues within Dynatrace environments.

Incident Management:

• Monitor and manage incidents related to Dynatrace.
• Perform root cause analysis for recurring issues and implement solutions to prevent future occurrences.
• Escalate complex issues to senior support staff or Dynatrace vendor support as needed.

Configuration and Optimization:

• Assist in the configuration and optimization of Dynatrace environments.
• Implement best practices for monitoring, alerting, and reporting to ensure comprehensive coverage and minimal false positives.
• Collaborate with internal teams to customize Dynatrace solutions to meet specific application and infrastructure needs.

Customer Training and Documentation:

• Provide training to customers and internal teams on Dynatrace features, functionality, and best practices.
• Develop and maintain detailed documentation, including configuration guides, troubleshooting steps, and FAQs.
• Create and update knowledge base articles to help customers resolve common issues independently.

Continuous Improvement:

• Stay updated with the latest developments in Dynatrace and related technologies.
• Identify opportunities for improving support processes and enhancing customer satisfaction.
• Participate in team meetings and contribute to ongoing projects and initiatives.

Qualifications:

• Education:
  • Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Experience:
  • Proven experience in supporting and managing Dynatrace solutions.
  • Strong background in application performance monitoring and troubleshooting.
  • Experience with cloud platforms (AWS, Azure, GCP) and container technologies (Docker, Kubernetes) is a plus.
  • Servicenow integration experience.
• Skills:
  • Proficiency in Dynatrace configuration and administration.
  • Excellent analytical and problem-solving skills.
  • Strong communication and customer service skills.
  • Familiarity with scripting languages (e.g., Python, Shell scripting) is advantageous.
  • Understanding of IT infrastructure, networking, and application development processes.

Preferred Certifications:

• Dynatrace Certified Associate
• Dynatrace Certified Professional

Work Environment:

• This position may require both remote and on-site work, depending on the organization's needs.
• Occasional on-call support may be required to address critical issues.

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