Provide technical support to internal teams and customers by triaging tickets, implementing solutions, and conducting training sessions while ensuring customer satisfaction and improving documentation.
Your role at Dynatrace
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.
What You'll Do
Technical Support
Technical Customer-Facing Enablement
Cross Functional Team Training and Enablement
Documentation & Knowledge Management
What You'll Bring
Success Indicators
What will help you succeed
Minimum Requirements:
Preferred Requirements:
Why you will love being a Dynatracer
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.
What You'll Do
Technical Support
- Triage incoming tickets and deliver timely, high-quality solutions to both internal delivery teams and directly to customers
- Perform hand-on configuration and implementation of best practices based on communicated customer business goals within the tickets
- Create and manage Synthetic web and mobile measurement scripts
- Analyze day-to-day performance and availability data while providing clear, in-depth, and concise root cause analysis for both customers and internal Analysts
- Provide proactive data analysis and health check for top tier customers
- Responsible for an in-depth, technical understanding of the Dynatrace Digital Experience product (Real User Data, Session Replay, and Synthetic data), as well as Dynatrace Query Language
- Keep up to date with new product features
- Join direct customer meetings when necessary
Technical Customer-Facing Enablement
- Deliver live technical training sessions (Tech Talks) to customers
- Participate in cross-functional enablement for internal teams
- Identify skill gaps through ticket trends bubble up to leadership and participated in targeted training
Cross Functional Team Training and Enablement
- Deliver training and enablement sessions to analysts and other team members to educate on skill gaps identified gaps via ticket trends
Documentation & Knowledge Management
- Maintain and update internal ticket documentation
- Contribute to and enhance the shareable knowledge base
What You'll Bring
- Proven experience in technical support or customer success roles
- Strong understanding of Dynatrace products, deep skills in DQL (Dynatrace Query Language) will be a plus
- 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
Success Indicators
- High customer satisfaction - Positive feedback from internal teams and customers
- Reduction in ticket turnaround time
- Increase in technical quality of resolution
- Increased adoption of best practices and enablement resources
- Growth in personal and team knowledge through documentation and training
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
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
- 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
- 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 with Dynatracers from different countries & cultures all over the world, and English as the corporate language that connects us all
- A culture that is being shaped by the diverse personalities, expertise, and backgrounds of our global team.
Top Skills
Cloud
CSS
Dql
Dynatrace
HTML
JavaScript
SQL
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.
Similar Jobs at Dynatrace
Artificial Intelligence • Big Data • Cloud • Information Technology • Software • Big Data Analytics • Automation
As a Technology Consultant at Dynatrace, you'll help customers adopt Dynatrace technologies, providing analytics to prevent performance issues and troubleshoot problems.
Top Skills:
AjaxApacheAWSAzureCloud FoundryCSSHTMLIisJavaJavaScriptJbossOpenshiftOpenstackPHPSQLWeblogicWebsphere
Artificial Intelligence • Big Data • Cloud • Information Technology • Software • Big Data Analytics • Automation
The Extensions Architect at Dynatrace designs, develops, and supports extensions for APM solutions, collaborating with various departments and customers. The role demands expertise in application integrations, architecture planning, and consulting to meet technical objectives.
Top Skills:
DockerLinuxPythonReactTypescriptWindows
Artificial Intelligence • Big Data • Cloud • Information Technology • Software • Big Data Analytics • Automation
The Partner Sales Manager will generate interest in Dynatrace solutions by developing strategic relationships with partners, creating joint initiatives, and implementing sales strategies. Responsibilities include partner qualification, tracking results, and managing time effectively.
Top Skills:
Cloud OperationsSoftware SalesSystems Integration
What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
