Technical Support Engineer

Your role at Dynatrace
As a Technical Support Engineer (TSE) you will be part of our Global Customer Support team. You will use your product, troubleshooting, and people skills to work directly with our customers, resolving technical issues and problems that occur while using the Dynatrace platform. Our customers represent some of the world's largest companies, and the production applications you will be working on can easily represent millions of dollars per day of revenue. You will drive the assessment and triaging of issues and work efficiently to develop resolutions or interim solutions. You should be comfortable with focused, heads-down analysis of complex technical problems as well as with the interruptions that occur naturally in an operational support environment. For example, you may find yourself assisting other internal teams as they answer questions and aid customers in real-time (Chat) or via tickets. Some of the issues that you work on will need escalation into R&D. In those cases, you will document information gathered and progress made to date, and then work closely with R&D towards the final resolution. You will regularly and routinely interact with customer personnel at various technical and managerial levels for information gathering, troubleshooting, configuration, status updates, and final remediation
What will help you succeed

• Experience in APM, preferably Dynatrace products and Cloud knowledge (AWS and Azure)

• Ability to identify, understand and resolve technical product problems ensuring the highest customer support experience is maintained

• Experience investigating and performing deep analysis of technical product issues from customers and cooperating with Development and Product Management teams to solve those issues

• Constant drive to learn and train in new product features and technologies

• Exchanging and sharing knowledge with other colleagues including suggestion of product improvements

Requirements/Qualifications

• Bachelor of Computer Science/IT/Engineering or related major
• Technical knowledge of Programming, Web (HTML, XML, Javascript), Cloud and Microservices, Database, Linux, Networking
• Work from Dynatrace North Sydney office 2 days per week
• Independant thinker yet team oriented
• Innovative, creative and analytical
• Self-driven with a strong work ethic and willing to go the extra mile
• Excellent Customer Service skills
  Excellent English communication skills in both writing and speaking
• Knowledge and skills in Software Intelligence and Observability solutions such as Dynatrace, Mobile Development, Applicaiton Security or Kubernetes would be a plus
• You must be an Australian Citizen or Permanent Resident

Why you will love being a Dynatracer
• A one-product software company creating real value for the largest enterprises and millions of end customers globally, striving for a world where software works perfectly.• Working with the latest technologies and at the forefront of innovation in tech on scale; but also, in other areas like marketing, design, or research.• A team that thinks outside the box, welcomes unconventional ideas, and pushes boundaries. • An environment that fosters innovation, enables creative collaboration, and allows you to grow.• A globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals. • A truly international mindset that is being shaped by the diverse personalities, expertise, and backgrounds of our global team.• A relocation team that is eager to help you start your journey to a new country, always there to support and by your side.• Attractive compensation packages and stock purchase options with numerous benefits and advantages.