Your role at Dynatrace

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.

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 On Demand org 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 On Demand 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. On Demand 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. 

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 will help you succeed

Minimum Requirements:

• Associate’s Degree in a technology-related field is required
• Minimum of 2 years of experience in technology-related field
• Proven experience in technical support or customer success roles
• 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

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
• Strong understanding of Dynatrace products, deep skills in DQL (Dynatrace Query Language) will be a plus
• 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

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.