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Strong employer brand, metro location, and mid-level generalist role increase candidate competition.
Core troubleshooting skills are transferable, but observability product knowledge increases domain specificity.
Explicit 2–5 years requirement plus degree and technical troubleshooting skills create moderately strict filters.
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Provide technical assistance and advanced troubleshooting primarily via chat to help customers optimize use of the Dynatrace software intelligence platform.
Conduct coaching and mentoring of Premium customers on best practices to increase platform adoption and value realization.
Collaborate cross-functionally with teams like Customer Success, Sales, and Product Management to improve customer experience and identify growth opportunities.
Bachelor’s degree in Computer Science, Information Technology, or related field.
2-5 years of work experience in technical support or relevant domain.
Knowledge of networking protocols (TCP/IP, HTTP, DNS, SSL, BGP) and database concepts including SQL.
Experience with web technologies such as Apache, IIS, Java Servlets, PHP, HTML, CSS, JavaScript, and RESTful APIs.
Experienced in troubleshooting complex software deployment, configuration, and usage issues within enterprise environments.
Comfortable operating in a fast-paced, customer-facing support role with shift flexibility and in-office collaboration.
Ability to engage in both reactive support and proactive coaching to drive customer success and platform adoption.