Platform Support Engineer I

Your role at Dynatrace

The Platform Support Engineer I (PSE Level I) delivers front-line technical support to customers-primarily through in-product chat and via email and web conferences. This role helps customers realize maximum value from the Dynatrace software intelligence platform by guiding deployment and configuration, 
performing issue triage, and troubleshooting routine technical and configuration problems. The PSE partners with internal teams (e.g., Customer Success, Sales, Services, Technical Support, Renewals, and Product Management) to align on key processes and ensure a consistently excellent customer experience.

Responsibilities and Duties

• Gains familiarity with Platform Support Engineering concepts, practices and methodologies.
• Respond and provide assistance to customer product inquiries via chat (primary), email, web conference, and phone.
• Provide live assistance with customer deployment, configuration, problem triage, and troubleshooting of Dynatrace’s software intelligence platform in order to get the most value and return on their Dynatrace investment.
• Triage, diagnose, and provide solutions to routine configuration issues with Dynatrace solutions.
• Occasional weekend and holiday chat coverage to ensure continuity in delivering excellent customer experience
• Collaborate with other teams (Customer Success, Sales, Services, Technical Support, Renewals, and Product Management) to align on key processes and ensure excellent customer experience is being delivered.

What will help you succeed

• Education: Bachelor’s degree in Computer Science, Information Technology, or equivalent work experience
• Work experience: 0-2 Years.
• Familiar with one or more of the following technologies:
  • 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
  • Mobile application technologies such as iOS, Android Webkit.
• Familiar with networking, protocols, and architectures such as TCP/IP, HTTP, DNS, SSL, and BGP.
• Familiar with database design, SQL, and data access practices and concepts.
• Exceptional corporate presentation and relationship-building skills with technical and non-technical audiences.
• Must have exceptional English written and verbal communications skills.
• Willingness to learn new technologies and resolve technical issues.

Why you will love being a Dynatracer

• 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.

Compensation and Rewards

The targeted base pay range for this role is 58K to 73K. When determining your salary, we consider your skills, experience, education, work location and internal equity