Customer Success Engineer II

Your role at Dynatrace

• 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.
• Strategize on the overall technical objectives and long-term goals of the team.
• 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.
• Engage with customer support as a customer advocate to ensure speedy resolution of customer issues
• Engage 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 Partner with support engineers, PM, and R&D to help customers and account teams to speed resolution.
• Help communicate, escalate and advocate on behalf of the customer.
• Provide insights, advice, and ‘street credibility’ with technical teams to understand technical issues and possible workarounds.
• Help customers and account teams to understand support ticket trends/themes to be used to develop success plans, enablement advice, etc.
• Have deep understanding of customers’ infrastructure, architecture, and business/regulatory requirements to speed up resolution.

What will help you succeed

• Bachelor's degree in Computer Science, Information Technology, or equivalent work experience
• Work experience 3+ years of experience
• Excellent English written and spoken skills; fluency in other European languages is highly valuable 
• Experience working with large enterprise customers, including executive leadership
• A track record of going above and beyond for your team and customers
• Ability to manage executive relationships and discussions (VP/CxO)
• Demonstrated experience being a Subject Matter Expert (SME) for Dynatrace technologies, methodologies, frameworks, and 3rd party technologies related to Dynatrace
• Willingness to learn new technologies and resolve complex technical issues
• Professional Level Dynatrace certification (or get certification within six months)
• Strong technical understanding and experience in SaaS industry
• Knowledge and experience with one or more of the following technologies related to Dynatrace: 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; java , javascript etc.)
• Must be customer service oriented and believe in teamwork, collaboration, adaptability & Initiative

Why you will love being a Dynatracer

• Dynatrace is a leader in unified observability and security.
• We provide a culture of excellence with competitive compensation packages designed to recognize and reward performance.
• Our employees work with the largest cloud providers, including AWS, Microsoft, and Google Cloud, and other leading partners worldwide to create strategic alliances.
• The Dynatrace platform uses cutting-edge technologies, including our own Davis hypermodal AI, to help our customers modernize and automate cloud operations, deliver software faster and more securely, and enable flawless digital experiences.
• Over 50% of the Fortune 100 companies are current customers of Dynatrace.

Compensation and Rewards