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 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. You will be a point of contact and resource for other Technical Account Managers which include coaching, mentoring, and providing feedback. These duties will also into partnering with other CSE’s and customers to ensure success with Dynatrace Solutions.

Responsibilities and Duties

Coach, Mentor, and provide feedback on an ongoing basis to other CSE’s while providing tactical recommendations

Constantly go above and beyond to serve our customers and be a shining, 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

Be the customer’s advocate by knowing 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 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

Partners with support engineers, PM, and R&D to help customers and account teams to speed resolution. They must help, communicate, escalate and advocate on behalf of the customer.

Provides insight, advice, and ‘street credibility’ with technical teams to understand technical issues and possible workarounds.

Helps customers and account teams to understand support ticket trends/themes to be used to develop success plans, enablement advice, etc.

Has deep understanding of customers’ infrastructure, architecture, and business/regulatory requirements to speed up resolution.

What will help you succeed

Education: Bachelor's degree in Computer Science, Information Technology, or equivalent work experience

Work experience 5+ years of experience

Prior leadership experience that is demonstratable

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

Must have exceptional English written and verbal communications skills, additional languages like Spanish or Portuguese are a plus, 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)

Industry-relevant Associate Level certification (AWS, Azure, k8s, …)

Strong technical understanding and experience in SaaS industry

Familiar 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, REACT 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 $116K to $145K. When determining your salary, we consider your skills, experience, education, work location and internal equity.

Dynatrace provides equal employment opportunities to all employees and applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected characteristic. We actively foster an inclusive workplace that celebrates differences and promotes accessibility, collaboration, and growth for all.

Note 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 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

Our Employee Assistance Program, powered by Telus Health, offers support for you and your family members.

Wellness Days

Four company-designated extra paid days off for you to recharge batteries.

Flexibility

Our hybrid working model and flexible working hours offer you the flexibility you need.

AI-driven workflows

Use AI as your daily teammate to automate tasks and focus on what matters.

Learn & develop

Company-wide learning perks, designated team's learning days, and more.

Volunteering day

A day of paid volunteer time to support a community or cause you care about.

Regular team events

We host Global Culture Parties, Family & Friends at Work Day, Global Breakfasts, Green Weeks, Pride Month, and beyond!

International vibe

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.

About Dynatrace

Dynatrace (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.