Sr Customer Success Engineer

Dynatrace; Detroit (MI); Presencial; USD 91.000 - 114.000; Jornada completa

Descripción de la vacante

Dynatrace is seeking a customer-focused technical lead to guide complex deployments and adoption strategies for enterprise clients in Detroit area. You will triage issues, provide expert guidance, and act as a liaison between customers, product teams, and support.

Strong leadership and communication are essential, with certification goals outlined. The role emphasizes building executive relationships, mentoring TAMs, and leading quarterly business reviews to ensure customer success and long-term

Formación

• Bachelor's degree in CS/IT or equivalent required.
• 4+ years of enterprise customer-facing experience preferred.
• Demonstrated leadership, mentorship, and organisational skills.
• Exceptional English written and verbal communication skills.
• Dynatrace SME with certifications or willingness to obtain them.

Responsabilidades

• Triage and resolve complex configuration issues with Dynatrace solutions.
• Advise customers to ensure successful product usage and adoption.
• Strategize on long-term technical objectives and team goals.
• Act as customer advocate in product roadmap discussions and reviews.
• Provide web-based training and enablement to user groups.

Conocimientos

Leadership

Customer focus

Communication (English)

Strategic thinking

Mentorship

Educación

Bachelor's degree in Computer Science, Information Technology, or equivalent

Professional Level Dynatrace certification

Two or more industry-relevant Associate Level certifications (AWS, Azure, k8s, …)

Descripción del empleo

• 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.
• 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 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, escape 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.

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.
• 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 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, escape and advocate on behalf of the customer.
• Provide insights, advice, and ‘street credibility’ with technical teams to understand real 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.

Education

What will help you succeed

• Bachelor's degree in Computer Science, Information Technology, or equivalent work experience
• Work experience 4+ years of experience
• Experience working with large enterprise customers, including executive leadership
• Demonstrated ability in leadership, mentorship, and organizational behavior
• A track record of going above and beyond for your team and customers
• Ability 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-direct
• 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)
• Two or more industry-relevant Associate Level certifications (AWS, Azure, k8s, …)
• 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 Server/Server-side technologies such as Java Servlets, PHP, HTML, CSS, JavaScript, and Ajax
• Mobile 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 BMC
• Must be customer service oriented and believe in teamwork, collaboration, adaptability & Initiative
• Demonstrable success in thinking strategically and executing tactically while providing consistent and high customer satisfaction and retention levels in a fast-paced environment

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.
• 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 Rewards

The targeted base pay range for this role is $91K to $114K. When determining your salary, we consider your skills, experience, education, work location and internal equity.

Equal Employment Opportunity

All your information will be kept confidential according to EEO guidelines.

We offer competitive compensation, company-sponsored premium benefits, medical, dental, vacation/holidays, company matching 401(k) Plan, etc. Dynatrace is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities, age, sexual orientation, creed, disability status, veteran status, pregnancy, genetic status, or any other characteristic protected by law. If your disability makes it difficult for you to use this site, please contact [e-mail]. Dynatrace participates in E‑Verify, participant information in English and Spanish. Right to work information in English and Spanish. EEO is the Law.