At a Glance
- Tasks: Build and maintain relationships with top customers, ensuring they get the most from Dynatrace products.
- Company: Join a leading tech company known for innovation and excellence.
- Benefits: Enjoy competitive pay, health perks, flexible hours, and opportunities for growth.
- Other info: Experience a vibrant culture with global events and a focus on mental health and wellness.
- Why this job: Be a trusted advisor and make a real impact on customer success.
- Qualifications: 4+ years in customer success or tech roles, strong communication skills, and a passion for helping others.
The predicted salary is between 60000 - 75000 £ per year.
As a Senior 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 hold CSE's in high regard as experts and rely on you to guide them through ways of obtaining the greatest value from their Dynatrace solutions.
- 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, 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 succeed
- Bachelor's degree in Computer Science, Information Technology, or equivalent work experience.
- Work experience 4+ years of related 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-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.
- Over 50% of the Fortune 100 companies are current customers of Dynatrace.
Benefits and work-life perks
- We 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 support through our Employee Assistance Program.
- Four company-designated extra paid days off for you to recharge batteries.
- Our hybrid working model and flexible working hours offer you the flexibility you need.
- Purchase company stock (NYSE:DT) at a discounted price and become a shareholder.
- Company-wide learning perks, designated team's learning days, and more.
- A day of paid volunteer time to support a community or cause you care about.
- We host Global Culture Parties, Family & Friends at Work Day, Global Breakfasts, Green Weeks, Pride Month, and beyond!
- Most 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.
Senior Customer Success Engineer employer: Dynatrace LLC
At Dynatrace, we pride ourselves on being an exceptional employer that fosters a dynamic and inclusive work culture. As a Technical Support Engineer, you'll have the opportunity to grow your expertise in web technology and Ecommerce while working alongside a team of dedicated professionals who are passionate about delivering top-notch support. With a focus on employee development, we offer comprehensive training and career advancement opportunities, ensuring that you not only contribute to our success but also thrive in your own professional journey.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Engineer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Dynatrace LLC. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Dynatrace LLC before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Success Engineer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Dynatrace LLC:Your cover letter is your chance to shine! Tell us why you want to work at Dynatrace LLC specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Dynatrace LLC!
How to prepare for a job interview at Dynatrace LLC
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
