Lead Customer Success Engineer

Your role at Dynatrace

As a Lead Customer Success Engineer, you will be responsible for building and maintaining post‑sales relationships with Dynatrace’s highest strategic customers. You will serve as a trusted advisor, ensuring the successful deployment and adoption of all Dynatrace products. Customers regard CSEs as experts and rely on you to guide them in obtaining the greatest value from their Dynatrace solutions. You will be a point of contact and resource for other Technical Account Managers, providing coaching, mentoring, and feedback.

These duties will also expand into partnering with other CSEs and customers to ensure success with Dynatrace Solutions.

• Coach, mentor, and provide feedback on an ongoing basis to other CSEs while providing tactical recommendations
• Consistently go above and beyond to serve our customers and set a standard‑setting example of our Core Values
• 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
• Act as the customer’s advocate by understanding their goals and use cases, then suggesting process changes, product adoption, configuration, and additional features to meet their requirements
• Function as a frontline technical resource for best practice and informal customer questions
• Engage and review with customer support as a customer advocate to ensure rapid 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 document best practices in developing and using Dynatrace
• Partner with support engineers, PM, and R&D to help customers and account teams expedite resolution; communicate, escape, and advocate on behalf of the customer
• Provide insight, advice, and practical credibility with technical teams to understand issues and possible workarounds
• Help customers and account teams understand support ticket trends/themes for developing success plans and enablement advice
• Possess a deep understanding of customers’ infrastructure, architecture, and business/regulatory requirements to accelerate resolution

• Education:
  
  Bachelor’s degree in Computer Science, Information Technology, or equivalent work experience
• Work experience of 5+ years
• Prior demonstrable leadership 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
• Exceptional corporate presentation and relationship‑building skills with technical and non‑technical audiences
• Exceptional English written and verbal communication skills; additional languages such as Spanish or Portuguese are a plus; strong organizational and teamwork skills; ability to act fast and responsibly
• Impeccable time‑management skills and the ability to self‑direct
• Demonstrated experience as a subject‑matter expert (SME) for Dynatrace technologies, methodologies, frameworks, and third‑party technologies related to Dynatrace
• Willingness to learn new technologies and resolve complex technical issues
• Professional‑level Dynatrace certification (or obtain certification within six months)
• Industry‑relevant associate‑level certification (AWS, Azure, Kubernetes, etc.)
• Strong technical understanding and experience in the SaaS industry
• Familiar with one or more of the following technologies related to Dynatrace:
  • Cloud/new stack technologies such as Open Stack, Open Shift, AWS, Azure, Google Cloud, Cloud Foundry, Kubernetes, SAP, etc.
  • Web and application server technologies such as Apache, IIS, Web Sphere, Web Logic, React, and JBoss
  • Server‑side technologies such as Java Servlets, PHP, HTML, CSS, JavaScript, and Ajax
  • Mobile application technologies such as iOS and Android Web Kit
  • Dev Ops toolchain applications such as Ansible, Jenkins, Chef, Puppet, etc.
  • CMDB/ITSM technologies/platforms such as Service Now and BMC
• Must…