sr technical support Engineer

Your role at Dynatrace

As a Senior Technical Support Engineer, you will be a key member of our global support team, providing advanced technical assistance for the Dynatrace platform. You’ll work directly with enterprise customers to resolve complex issues, while also mentoring junior engineers and contributing to continuous improvement initiatives. This role is ideal for someone who thrives in a collaborative, fast-paced environment and values both technical depth and human connection.

Key Responsibilities

• Serve as a senior escalation point for complex Dynatrace-related issues, ensuring timely and effective resolution.
• Collaborate cross-functionally with R&D, Product, and Dynatrace ONE teams to drive issue resolution and product improvements.
• Lead knowledge-sharing initiatives, including documentation, workshops, and mentoring.
• Participate in critical incident response and post-mortem analysis.
• Contribute to operational excellence through process refinement and proactive trend identification.
  
  

• Empathy & Customer Focus: You listen actively, understand customer pain points, and communicate with clarity and compassion.
• Collaboration & Influence: You work well across teams and geographies, building trust and alignment even in high-pressure situations.
• Adaptability: You remain calm and effective in dynamic environments, adjusting priorities as needed.
• Mentorship & Leadership: You guide junior engineers with patience and clarity, fostering a culture of learning and support.
• Proactive Communication: You anticipate needs, share updates transparently, and escalate thoughtfully when needed.
  
  

• 3+ years in technical support or engineering roles, ideally with observability and security platforms like Dynatrace.
• Strong troubleshooting skills across Linux/Windows environments, networking, and cloud platforms.
• Dynatrace Professional Certification (or willingness to obtain within 6 months).
• Familiarity with REST APIs, log analysis, and performance monitoring tools.
• Familiarity in Application Load Testing using tools such as Load Runner or JMeter will be a bonus
  
  

• 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.