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Summary: This role involves serving customers, diagnosing complex configuration issues, strategizing technical objectives, and advocating for customer needs. Highlights: 1. Constantly serve customers and exemplify Core Values. 2. Triage and provide solutions to complex configuration issues. 3. Act as a subject matter expert and customer advocate. **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. * 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. **What will help you succeed** ------------------------------ * Bachelor's degree in Computer Science, Information Technology, or equivalent work experience * Work experience 3\+ years of experience * **Excellent English and Italian** written and spoken skills; **fluency in other European languages is highly valuable** * Experience working with large enterprise customers, including executive leadership * A track record of going above and beyond for your team and customers * Ability to manage executive relationships and discussions (VP/CxO) * 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) * 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; java , javascript etc.) * Must be customer service oriented and believe in teamwork, collaboration, adaptability \& Initiative **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. **Note to Recruiters and Agencies** : Thank you for your interest in Dynatrace. Please note that **we do not accept unsolicited agency resumes** —do not forward them via our website or directly to Dynatrace employees. Dynatrace will not pay fees for unsolicited resumes, and any resumes received this way will be considered the property of Dynatrace. **Benefits and work\-life perks** --------------------------------- We offer best\-in\-class core rewards, including paid time off, financial security benefits, retirement savings plans, and health insurance. Beyond that, you’ll get other benefits and work\-life perks designed to make your ride with us even more rewarding. #### **Mental health support** Our Employee Assistance Program, powered by Telus Health, offers support for you and your family members. #### **Wellness Days** Four company\-designated extra paid days off for you to recharge batteries. #### **Flexibility** Our hybrid working model and flexible working hours offer you the flexibility you need. #### **Employee Stock Purchase Plan** Purchase company stock ( NYSE:DT ) at a discounted price and become a shareholder. #### **Learn \& develop** Company\-wide learning perks, designated team's learning days, and more. #### **Volunteering day** A day of paid volunteer time to support a community or cause you care about. #### **Regular team events** We host Global Culture Parties, Family \& Friends at Work Day, Global Breakfasts, Green Weeks, Pride Month, and beyond! #### **International vibe** Most of our offices and teams are proudly multicultural. English is our shared language, but we embrace and learn from each other's cultures. Rewards vary depending on your employment type. Some benefits and perks also differ by location — explore your city to see what’s available there. **About Dynatrace** ------------------- Dynatrace (NYSE: DT) is the leading AI\-powered observability and security platform. We're advancing observability for today's digital businesses, helping transform modern digital ecosystems' complexity into powerful business assets. Our AI\-driven insights cut through the noise, allowing customers to focus on what truly matters by automating manual tasks and resolving issues with pinpoint accuracy. Dynatrace offers simplicity, clarity, and reliability at scale to ensure teams can make informed decisions, minimize downtime, and drive their business forward with confidence.
