Sr Customer Success Engineer

Dynatrace LLC; Ciudad de México; Híbrido; MXN 1.361.000 - 2.042.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

Wellness days

Learning & development

Descripción de la vacante

Dynatrace LLC in Mexico City is seeking a seasoned Technical Account Manager to champion customer success with Dynatrace solutions and integrations. You will triage issues, guide adoption, and partner with product teams to influence roadmaps while delivering strategic reviews.

You’ll mentor TAMs, provide training, and build long-term relationships with executives, ensuring high satisfaction and expansion opportunities across enterprise accounts in a hybrid work environment.

Descripción del empleo

Your role at DynatraceConstantly 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.Providing coaching to TAMs to help them grow in their technical knowledge and personally.Function as a frontline technical resource for “best practice” and informal customer questions.Engage with customer support as a customer advocate to ensure speedy resolution of customer issuesEngage 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 succeedEducation :Bachelor's degree in Computer Science, Information Technology, or equivalent work experienceWork experience 4+ years of experienceExperience working with large enterprise customers, including executive leadershipDemonstrated ability in leadership, mentorship, and organizational behaviorA track record of going above and beyond for your team and customersAbility to manage executive relationships and discussions (VP/CxO)Must have exceptional English written and verbal communications skills, as well as organizational and teamwork skills, and the ability to act fast and responsibly Impeccable time management skills and an ability to self-directDemonstrated experience being a Subject Matter Expert (SME) for Dynatrace technologies, methodologies, frameworks, and 3rd party technologies related to DynatraceWillingness to learn new technologies and resolve complex technical issuesProfessional Level Dynatrace certification (or get certification within six months)Two or more industry-relevant Associate Level certifications (AWS, Azure, k8s, …)Strong technical understanding and experience in SaaS industryKnowledge 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 Server/Server-side technologies such as Java Servlets, PHP, HTML, CSS, JavaScript, and AjaxMobile application technologies such as iOS and Android Webkit DevOps toolchain applications such as Ansible, Jenkins, Chef, Puppet, etc.CMDB/ITSM Technologies/platforms such as ServiceNow and BMCMust be customer service oriented and believe in teamwork, collaboration, adaptability & InitiativeDemonstrable success in thinking strategically and executing tactically while providing consistent and high customer satisfaction and retention levels in a fast-paced environmentWhy you will love being a DynatracerDynatrace 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.You'll get to work at the forefront of innovation with Dynatrace Intelligence—the industry's first agentic operations system. Bringing together deterministic and agentic AI, it helps teams understand what's happening, why it matters, and what to do next— automatically.Over 50% of the Fortune 100 companies are current customers of Dynatrace.Compensation and RewardsNote 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 perksWe 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 supportOur Employee Assistance Program, powered by Telus Health, offers support for you and your family members.Wellness DaysFour company-designated extra paid days off for you to recharge batteries.FlexibilityOur hybrid working model and flexible working hours offer you the flexibility you need.AI-driven workflowsUse AI as your daily teammate to automate tasks and focus on what matters.Learn & developCompany-wide learning perks, designated team's learning days, and more.Volunteering dayA day of paid volunteer time to support a community or cause you care about.Regular team eventsWe host Global Culture Parties, Family & Friends at Work Day, Global Breakfasts, Green Weeks, Pride Month, and beyond!International vibeMost 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 DynatraceDynatrace (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.