Dynatrace Support Engineer

DXC Technology•Tacoma, WA

14h•Hybrid

About The Position

DXC Technology is a Fortune 500 Global IT Services Leader and is ranked at 152. Our more than 130,000 people in 70-plus countries are entrusted by our customers to deliver what matters most. We use the power of technology to deliver mission critical IT services that transform global businesses. We deliver excellence for our customers, colleagues and communities around the world. Accelerate your career and reimagine the possibilities with DXC! We inspire and take care of our people. Work in a culture that encourages innovation and where brilliant people embrace change and seize opportunities to advance their careers and amplify customer success. Leverage technology skills and deep industry knowledge to help clients. Work on transformation programs that modernize operations and drive innovation across our customer’s entire IT estate using the latest technologies in cloud, applications, security, IT Outsourcing, business process outsourcing and modern workplace.

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.
Excellent analytical and problem-solving skills.
Strong communication and customer service skills.
Understanding of IT infrastructure, networking, and application development processes.

Nice To Haves

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
Dynatrace Certified Professional

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.