We are seeking a detail-oriented and technically skilled L2 Software Support Engineer to provide advanced support for Bindplane (Dynatrace_ customers. As part of the Support team, you will handle escalated issues that go beyond frontline troubleshooting, working directly with product and engineering teams to resolve complex technical challenges. This role requires a balance of technical expertise, problem-solving skills, and customer-focused communication. The L2 Software Support Engineer ensures customer satisfaction by delivering timely resolutions, guiding customers through advanced troubleshooting, and helping optimize their observability environments.
What You’ll Do
- Provide advanced technical support for Bindplane products in complex enterprise environments
- Troubleshoot and resolve customer issues related to deployment, configuration, and integration
- Work with customers to diagnose problems in diverse IT infrastructures including containerized environments, Kubernetes, and various cloud platforms
- Coordinate with Sales, Product, and Engineering teams to address customer challenges
- Create and maintain comprehensive documentation for common issues and their resolutions
- Develop knowledge base articles and troubleshooting guides for our Customer Support Portal
- Serve as an escalation point for L1 support, tackling more complex technical challenges
- Provide timely and effective communication to customers throughout the support process
- Identify recurring issues and collaborate with engineering to improve product quality
- 3+ years of experience in technical support, software support, or a related role.
- Strong troubleshooting and diagnostic skills in SaaS, observability, or cloud environments.
- Familiarity with OpenTelemetry, monitoring, logging, or related tools (preferred).
- Experience with cloud platforms (AWS, Azure, GCP) and container technologies (Docker, Kubernetes).
- Ability to analyze logs, performance metrics, and system behaviors to identify root causes.
- Excellent communication skills with the ability to explain complex technical issues clearly.
- Strong collaboration skills and experience working with cross-functional teams.
- A customer-first mindset with patience, empathy, and accountability.
• A one-product software company creating real value for the largest enterprises and millions of end customers globally, striving for a world where software works perfectly.
• Working with the latest technologies and at the forefront of innovation in tech on scale; but also, in other areas like marketing, design, or research.
• A team that thinks outside the box, welcomes unconventional ideas, and pushes boundaries.
• An environment that fosters innovation, enables creative collaboration, and allows you to grow.
• A globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals.
• A truly international mindset that is being shaped by the diverse personalities, expertise, and backgrounds of our global team.
• A relocation team that is eager to help you start your journey to a new country, always there to support and by your side.
• Attractive compensation packages and stock purchase options with numerous benefits and advantages.
The targeted base pay range for this role is X (min) to Y (mid). When determining your salary, we consider your skills, experience, education, work location and internal equity.
Equal Employment OpportunityAll your information will be kept confidential according to EEO guidelines.
We offer competitive compensation, company-sponsored premium benefits, medical, dental, vacation/holidays, company matching 401(k) Plan, etc. Dynatrace is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities, age, sexual orientation, creed, disability status, veteran status, pregnancy, genetic status, or any other characteristic protected by law. If your disability makes it difficult for you to use this site, please contact [email protected]. Dynatrace participates in E-Verify, participant information in English and Spanish. Right to work information in English and Spanish. EEO is the Law. To be considered for this position, please upload your resume/CV.
Skills Required
- 3+ years of experience in technical support, software support, or a related role
- Strong troubleshooting and diagnostic skills in SaaS, observability, or cloud environments
- Familiarity with OpenTelemetry, monitoring, logging, or related tools
- Experience with cloud platforms (AWS, Azure, GCP)
- Experience with container technologies (Docker, Kubernetes)
- Ability to analyze logs, performance metrics, and system behaviors to identify root causes
- Excellent communication skills with ability to explain complex technical issues clearly
- Strong collaboration skills and experience working with cross-functional teams
- Customer-first mindset with patience, empathy, and accountability
What the Team is Saying
Dynatrace Compensation & Benefits Highlights
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Leave & Time Off Breadth — Paid time off, parental leave, volunteer time off, and quarterly company‑wide Wellness Days are highlighted, with some U.S. materials describing an unlimited PTO model. These programs underscore meaningful opportunities to unplug and balance time away from work.
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Retirement Support — U.S. offerings include a 401(k) plan with a documented company match and, for eligible employees, a non‑qualified deferred compensation plan. This combination signals structured support for tax‑advantaged saving beyond the basics.
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Equity Value & Accessibility — An Employee Stock Purchase Plan is maintained under the 2019 program, and job postings reference equity and bonus components as part of total rewards. Shares are reserved for issuance, indicating access to ownership in eligible countries.
Dynatrace Insights
What We Do
Dynatrace lets customers understand their business like never before, so they can see beyond the complexity, find and fix problems faster and automate manual tasks with Al — so they can focus on what truly matters: running their business.
Why Work With Us
In a world that runs on software, our Al-driven insights cut through the noise, allowing you to focus on what truly matters by automating manual tasks and resolving issues with pinpoint accuracy. Our culture, fueled by curiosity, openness, and authenticity, drives our pursuit of innovation and excellence in crafting the Dynatrace platform.
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Majority of roles are hybrid with flexibility. Please speak with our recruiting team for specific details on hybrid work.
