Technical Support Engineer I

Your role at Dynatrace

We are looking for highly motivated individuals who enjoy working with web technologies in a fast-paced environment and want to deepen their understanding of e-commerce and digital performance. This role is more than a job - it is an opportunity to build a career at Dynatrace.

The Insights OnDemand organization is a team of technical product experts within Customer Success who provide hands-on Dynatrace configuration, technical consultation, and guidance. The team supports internal Insights Analysts and works directly with customers through a scalable, ticket-based engagement model.

The Insights OnDemand model delivers the right expertise at the right time, scaling support from smaller customers getting started with Dynatrace to large, complex customers requiring broader product expertise. Engagements are typically short-term and task- or project-based. The team serves as the technical backbone of the Insights service, with deep expertise in Dynatrace and Digital Experience.

As a remote OnDemand Specialist, you will manage requests from Insights Analysts and customers and deliver timely, high-quality technical solutions. You will resolve requests accurately, escalate issues promptly to the appropriate experts when needed, and partner with leadership and teammates to identify broader enablement opportunities and areas for your own skill development.

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 hands-on configuration and implement best practices aligned with the customer business goals documented in each ticket •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 checks for top tier customers •Develop and maintain deep technical expertise in Dynatrace Digital Experience capabilities, including Real User Monitoring, Session Replay, Synthetic Monitoring, and Dynatrace Query Language •Keep up to date with new product features •Join direct customer meetings when necessary •Deliver live technical training sessions to customers •Participate in cross-functional enablement for internal teams

Collaboration & Documentation:

•Maintain and update clear internal ticket documentation •Share knowledge and collaborate with teammates to build collective expertise and strengthen individual skills •Contribute to and enhance the shareable knowledge base

What will help you succeed

Minimum Requirements; •Bachelor’s degree in a technology-related field or equivalent practical experience •At least 2 years of experience in a technology-related field •Web development experience, including HTML, CSS, and JavaScript •Experience with querying languages such as SQL, Splunk Search Processing Language, or Dynatrace Query Language •Working knowledge of web technologies, including content delivery networks and cloud platforms •Academic or professional mobile app development experience •Strong data analysis skills, with the ability to interpret complex technical information and translate findings into clear, actionable recommendations tailored to the audience •All Insights team members are expected to travel at least once per year for an annual team meeting

Preferred Requirements:

•Experience with SaaS platforms, preferably in observability or application performance management •Experience in a customer-facing technical support or specialist role •Experience with ticketing systems, preferably Salesforce •Customer-first mindset with a demonstrated commitment to delivering successful outcomes for customers, partners, and stakeholders •Proven ability to work under pressure; ability to handle multiple conflicting priorities •Curiosity and the ability to learn new technologies quickly •Demonstrated critical-thinking and problem-solving skills, with the ability to consider the broader business and customer context

Success Measures:

Success in this role is demonstrated through positive feedback from customers and internal teams, faster ticket resolution, consistently high-quality technical outcomes, increased adoption of best practices and enablement resources, and documented growth in individual and team capability.

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.

Compensation and Rewards

The targeted base pay range for this role is $58K to $73K. When determining your salary, we consider your skills, experience, education, work location and internal equity.