Technical Support Engineer

Dynatrace provides software intelligence to simplify cloud complexity and accelerate digital transformation. With automatic and intelligent observability at scale, our all-in-one platform delivers precise answers about the performance and security of applications, the underlying infrastructure, and the experience of all users to enable organizations to innovate faster, collaborate more efficiently, and deliver more value with dramatically less effort. That’s why many of the world’s largest organizations trust Dynatrace®️ to modernize and automate cloud operations, release better software faster, and deliver unrivalled digital experiences.

Job Description

We are looking for a highly motivated individual who loves to work with web technology, in a fast-paced environment, wants to grow their understanding of Ecommerce and why performance matters. This is not just a job; it is a starting point for a career at Dynatrace.

The OnDemand org (Tech support) is a team of technical product experts. This team delivers hands-on product configuration support within Dynatrace along with technical consultative support and guidance to our internal Insight Analyst teams and directly to customers through a scalable, ticket-based engagement model.

The Insight OnDemand model allows us to deliver “the right expert, at the right time” and dynamically scale our support to meet the needs of our smallest customers just getting started with Dynatrace to our largest, most complex customers requiring a wider range of product expertise. OnDemand tech support is typically short-term and task (or project) based. This team is the technical backbone of the Insight service for our customers and our team, with expertise in both Dynatrace and Digital Experience.

As a Techncial Support Engineer, you will be responsible for handling requests from Insights Analysts and Customers and delivering high quality technical resolutions. You will ensure to provide accurate responses to requests or escalate as required to the next tier experts promptly. You will work closely with leadership and your team to identify enablement opportunities for the broader team and gaps in your own skill set.

What You’ll Do

Technical Support:

• Triage incoming tickets and deliver timely, high-quality solutions to both internal delivery teams and directly to customers
• Perform hand-on configuration and implementation of best practices based on communicated customer business goals within the tickets
• Create and manage Synthetic web and mobile measurement scripts
• Analyze day-to-day performance and availability data while providing clear, in-depth, and concise root cause analysis for both customers and internal Analysts
• Provide proactive data analysis and health check for top tier customers
• Responsible for an in-depth, technical understanding of the Dynatrace Digital Experience product (Real User Data, Session Replay, and Synthetic data), as well as Dynatrace Query Language
• Keep up to date with new product features
• Join direct customer meetings when necessary

Technical Customer-Facing Enablement:

• Deliver live technical training sessions (Tech Talks) to customers
• Participate in cross-functional enablement for internal teams
• Identify skill gaps through ticket trends bubble up to leadership and participated in targeted training

Cross Functional Team Training and Enablement

• Deliver training and enablement sessions to analysts and other team members to educate on skill gaps identified gaps via ticket trends

Documentation & Knowledge Management:

• Maintain and update internal ticket documentation
• Contribute to and enhance the shareable knowledge base

What You’ll Bring

• Proven experience in technical support or customer success roles
• Strong understanding of Dynatrace products, deep skills in DQL (Dynatrace Query Language) will be a plus
• Experience with performance monitoring, synthetic scripting, and root cause analysis
• Excellent communication and presentation skills
• Ability to work cross-functionally and mentor others
• Strong analytical and problem-solving skills
• Passion for customer success and continuous improvement

Success Indicators

• High customer satisfaction - Positive feedback from internal teams and customers
• Reduction in ticket turnaround time
• Increase in technical quality of resolution
• Increased adoption of best practices and enablement resources
• Growth in personal and team knowledge through documentation and training

Minimum Requirements:

• Associate’s Degree in a technology-related field is required

• Minimum of 2 years of experience in technology-related field

Preferred Requirements:

• Bachelor’s Degree in a technology-related field is preferred
• Experience working with SaaS applications/infrastructure and in the observability or application performance management space
• Has experience working in a technical support/specialist role or organization
• Experience in data-driven analysis - excellent at working with, understanding, and analyzing data
• Familiarity with JavaScript and querying languages like SQL, Splunk Search Processing Language, or Dynatrace Query Language
• Knowledge of web technologies including HTML, JS, CSS, Content Deliver Networks, and Cloud
• Operates with a customer-first focus
• Proven ability to work under pressure; ability to handle multiple conflicting priorities
• Recognizes and understands both personal and team dynamics and relationships, is empathetic to stakeholder concerns, and effectively influences and persuades
• Strong verbal and written communication skills
• Has a passion to learn new technology and deliver successful customer and partner outcomes for stakeholders at all levels
• Knowledge of industry performance metrics and recommended thresholds
• Enjoys critical thinking and problem solving. Demonstrated ability to think outside the box and focus on the bigger picture.

Expectation: all Insights team members are expected to travel at least 1 time per year for annual team meetings.