Dynatrace Support Engineer-Consultant

Job Description:

Dynatrace Support Engineer-Consultant

DXC Technology is a global professional services company whose mission is to lead the digital transformation of our clients by advising and guiding them in the application of technology to obtain the best results and increase the competitiveness of their companies. With more than 130,000 professionals and expert technologists, collaborating in more than 70 countries together with an exceptional network of partners, we offer advanced IT services and solutions.

In Spain, we are one of the main leaders in the IT market. We have nearly 8,000 professionals, distributed in thirteen locations, with centers of excellence in cutting-edge technologies such as Cloud, Business Intelligence, AI, or Automation among many others, serving more than 200 customers from all industries in the public and private sectors. We work with leading companies in the country that trust us to guide their digital transformation.

We develop active policies of diversity and inclusion of people with disabilities and we are proud to have a representation of approximately 49% of female professionals.

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.
• 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.

What will you find at DXC?

• Professional development.
• Leading projects in market reference clients.
• Excellent work environment.
• Flexibility and work-life balance.
• Work with leading technologies within the IT sector.
• Access to DXC Learning with unlimited certifications.
• Social and responsible commitment.
• Stable employment.
• Social benefits.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.