Serve as a senior technical advocate for enterprise Dynatrace customers by diagnosing complex configuration and integration issues, guiding product adoption, delivering training, and supporting strategic success plans. Manage executive relationships, participate in business reviews, coach TAMs, document best practices, and collaborate with support, product management, and R&D to resolve issues. Maintain deep knowledge of Dynatrace, cloud, application, DevOps, and ITSM technologies while driving customer satisfaction and retention.
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.
- Providing coaching to TAMs to help them grow in their technical knowledge and personally.
- 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
- 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.
Education:
- Bachelor's degree in Computer Science, Information Technology, or equivalent work experience
- Work experience 4+ years of experience
- Experience working with large enterprise customers, including executive leadership
- Demonstrated ability in leadership, mentorship, and organizational behavior
- A track record of going above and beyond for your team and customers
- Ability to manage executive relationships and discussions (VP/CxO)
- Must have exceptional English written and verbal communications skills, as well as organizational and teamwork skills, and the ability to act fast and responsibly Impeccable time management skills and an ability to self-direct
- 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)
- Two or more industry-relevant Associate Level certifications (AWS, Azure, k8s, …)
- 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 Server/Server-side technologies such as Java Servlets, PHP, HTML, CSS, JavaScript, and Ajax
- Mobile application technologies such as iOS and Android Webkit DevOps toolchain applications such as Ansible, Jenkins, Chef, Puppet, etc.
- CMDB/ITSM Technologies/platforms such as ServiceNow and BMC
- Must be customer service oriented and believe in teamwork, collaboration, adaptability & Initiative
- Demonstrable success in thinking strategically and executing tactically while providing consistent and high customer satisfaction and retention levels in a fast-paced environment
- 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.
- You'll get to work at the forefront of innovation with Dynatrace Intelligence—the industry's first agentic operations system. Bringing together deterministic and agentic AI, it helps teams understand what's happening, why it matters, and what to do next— automatically.
- Over 50% of the Fortune 100 companies are current customers of Dynatrace.
The targeted base pay range for this role is $91K to $114K. When determining your salary, we consider your skills, experience, education, work location and internal equity.
Dynatrace Boston, Massachusetts, USA Office
Dynatrace Global Headquarters Office
Our Boston office is located in the heart of downtown in Atlantic Wharf—just steps from the waterfront, public transit, and some of the city's top dining spots. Thoughtfully designed for collaboration, our space boasts vibrant work areas, modern amenities, and breathtaking harbor views.
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