Dynatrace Support Engineer

LED FastStart•New Orleans, LA

20d•Hybrid

About The Position

The Dynatrace Support Engineer (US Citizen only) is responsible for providing technical support and expertise in the deployment, configuration, and maintenance of Dynatrace solutions. This role focuses on ensuring optimal performance and reliability of Dynatrace installations and resolving any issues that arise. The ideal candidate will possess strong troubleshooting skills, a deep understanding of performance monitoring tools, and excellent customer service abilities.

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
Proven experience in supporting and managing Dynatrace solutions.
Strong background in application performance monitoring and troubleshooting.
Proficiency in Dynatrace configuration and administration for Dynatrace Managed environment including Cluster, ActiveGates and OneAgents.
roficiency in configuring anomaly detection, tagging, problem notification, alerting, tagging, and custom integrations.
Optimize Dynatrace configurations to deliver actionable insights for system availability, performance and resource utilization.
Excellent analytical and problem-solving skills.
Strong communication and customer service skills.
Understanding of IT infrastructure, networking, and application development processes.
Must be ITAR-compliant and able to provide proof of citizenship.
Must be legally authorized to work in the United States without requiring current or future sponsorship.
Applicants must reside in the continental United States.
A background check and drug test are required.

Nice To Haves

Experience with Infrastructure technologies, OS, VMWare, Firewalls, Storage, etc. is a plus.
Experience with cloud platforms (AWS, Azure, GCP) and container technologies (Docker, Kubernetes) is a plus.
Familiarity with scripting languages (e.g., Python, Shell scripting) is advantageous.
Dynatrace Certified Associate

Responsibilities

Provide first and second-level support for Dynatrace-related issues.
Respond to and resolve customer inquiries and support tickets in a timely manner.
Diagnose and troubleshoot performance and configuration issues within Dynatrace environments.
Monitor and manage incidents related to Dynatrace.
Perform root cause analysis for recurring issues and implement solutions to prevent future occurrences.
Escalate complex issues to senior support staff or Dynatrace vendor support as needed.
Assist in the configuration and optimization of Dynatrace environments.
Implement best practices for monitoring, alerting, and reporting to ensure comprehensive coverage and minimal false positives.
Collaborate with internal teams to customize Dynatrace solutions to meet specific application and infrastructure needs.
Provide training to customers and internal teams on Dynatrace features, functionality, and best practices.
Develop and maintain detailed documentation, including configuration guides, troubleshooting steps, and FAQs.
Create and update knowledge base articles to help customers resolve common issues independently.
Stay updated with the latest developments in Dynatrace and related technologies.
Identify opportunities for improving support processes and enhancing customer satisfaction.
Participate in team meetings and contribute to ongoing projects and initiatives.