Senior Customer Success Engineer

Company Description

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

• Constantly go above and beyond to serve our customers and be a shining, standard-setting example of our Core Values. 

• Triage, diagnose, and provide solutions to most complex configuration issues with Dynatrace solutions and non-Dynatrace integrations. 

• Provide advice and guidance as the subject matter expert to ensure successful ongoing usage, adoption of the product, and foster growth of the customer’s footprint.

• Be the customer’s advocate by knowing their goals and use cases, then suggesting process improvements, product adoption, configuration, and additional features to meet their requirements. 

• Provide web-based training to user groups to support organizational adoption.

• Undertake discovery and education activities to identify opportunities for Dynatrace usage across organizational functions and processes.

• Function as a frontline technical resource for “best practice” and informal customer questions.

• Engage with customer support as a customer advocate to ensure speedy resolution of customer issues.

• Engaging with Product management as the customer advocate on product roadmap discussions.

• Participate and prepare for Monthly and Quarterly Business Reviews with customers.

• Maintain current functional and technical knowledge of Dynatrace products and services.

• Help to document best practices in developing and using Dynatrace. 

• Partners with support engineers, PM, and R&D to help customers and account teams to speed resolution. They must help, communicate, escalate and advocate on behalf of the customer. 

• Provides insight, advice, and ‘street credibility’ with technical teams to understand technical issues and possible workarounds. 

• Helps customers and account teams to understand support ticket trends/themes to be used to develop success plans, enablement advice, etc. 

• Has deep understanding of customers’ infrastructure, architecture, and business/regulatory requirements to speed up resolution. 

Qualifications

Minimum Requirements 

• Bachelor's degree in computer science, Information Technology, or equivalent work experience. 

• 3+ years of experience working with large enterprise customers, including executive leadership 

• Must have exceptional English & Spanish written and verbal communications skills.

Preferred Requirements 

• Demonstrated ability in leadership, mentorship, and organizational behavior 

• Exceptional corporate presentation and relationship-building skills with technical and non-technical audiences  

• Industry-relevant Associate Level certification (AWS, Azure, k8s, …) 

• Strong technical understanding and experience in SaaS industry 

• Cloud/new stack technologies such as OpenStack, OpenShift, AWS, Azure, Google Cloud, Cloud Foundry, Kubernetes, SAP, etc.  

• Web and application server technologies such as Apache, IIS, WebSphere, WebLogic, and JBoss  

• Server/Server-side technologies such as Java Servlets, PHP, HTML, CSS, JavaScript, and Ajax  

• DevOps toolchain applications such as Ansible, Jenkins, Chef, Puppet, etc. 

• CMDB/ITSM Technologies/platforms such as ServiceNow and BMC 

Additional Information

DOE, annual salary is $100K - $125K plus Health, Dental, Life, STD, LTD, 401k, PTO. Total compensation may vary depending on candidate experience, education and location. 

All 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 sta