CORE EXPECTATIONS:

• Exemplify Dynatrace’s Core Values by consistently exceeding customer expectations.
• Demonstrate strategic thinking, technical expertise, and a customer-first mindset.
• Communicate effectively with stakeholders at all levels, including executive leadership (VP/CxO).
• Provide insights and recommendations to enhance customer adoption and satisfaction in a fast-paced environment.

EDUCATION & EXPERIENCE:

• Bachelor’s degree in Computer Science, Information Technology, or equivalent professional experience.
• 4+ years of experience working with large enterprise customers, including executive-level stakeholders.
• Demonstrated expertise in thought leadership, mentorship, and delivering exceptional customer outcomes.

SKILLS & QUALIFICATIONS:

• Exceptional written and verbal communication skills in English, with strong organisational and teamwork abilities.
• Ability to manage time effectively, prioritise tasks, and act decisively in a fast-paced environment.
• Subject Matter Expertise (SME) in Dynatrace technologies, methodologies, and related third-party tools.
• Willingness to learn new technologies and tackle complex technical challenges.
• Professional Level Dynatrace certification (or willingness to obtain within six months).
• Two or more industry-relevant certifications (e.g., AWS, Azure, Kubernetes).
• Strong technical knowledge of SaaS platforms and one or more of the following:
• Cloud technologies (e.g., AWS, Azure, Google Cloud, OpenStack, Kubernetes, SAP).
• Web and application servers (e.g., Apache, IIS, WebSphere, WebLogic, JBoss).
• Server-side technologies (e.g., Java Servlets, PHP, HTML, CSS, JavaScript, Ajax).
• Mobile application technologies (e.g., iOS, Android Webkit).
• DevOps tools (e.g., Ansible, Jenkins, Chef, Puppet).
• CMDB/ITSM platforms (e.g., ServiceNow, BMC).
• Customer-focused mindset with a passion for collaboration, adaptability, and initiative.
• Ability to think strategically and execute tactically to drive customer satisfaction and retention.

YOUR ROLE AT DYNATRACE

As a Senior Customer Success Engineer, you will foster strong post-sales relationships with Dynatrace’s most strategic, complex, and high-value enterprise customers. You will act as a trusted advisor, driving successful deployment, adoption, and expansion of Dynatrace products to align with customers’ business objectives. Your role ensures exceptional customer experience, value, and satisfaction while collaborating with account teams to support retention, renewals, and growth opportunities.

KEY RESPONSIBILITIES:

• Build and maintain relationships with enterprise customers, serving as a strategic advisor to maximise the value of Dynatrace solutions.
• Troubleshoot and resolve complex configuration issues for Dynatrace solutions and integrations with third-party systems.
• Collaborate with account teams to define technical strategic roadmaps for customer retention, renewals, and expansion.
• Act as a liaison between customers and Dynatrace Support, Product Management, and R&D teams to ensure timely issue resolution and product feedback.
• Conduct technical demos, training, and consulting sessions to enhance organisational adoption, uncover new use cases, and support customers in accelerating the implementation of Dynatrace solutions.
• Offer technical guidance and mentorship to other Customer Success Engineers (CSEs) to strengthen their expertise.
• Advocate for customers during Monthly and Quarterly Business Reviews, ensuring their goals and challenges are addressed.
• Maintain deep knowledge of customers’ infrastructure, architecture, and business requirements to accelerate issue resolution.
• Document best practices for Dynatrace usage and contribute to success plans based on support ticket trends and customer needs.
• Stay current on Dynatrace products, services, and related technologies, including cloud platforms and DevOps tools.