DXC Technology (NYSE: DXC) helps global companies run their mission critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private and hybrid clouds. The world’s largest companies and public sector organizations trust DXC to deploy services across the Enterprise Technology Stack to drive new levels of performance, competitiveness, and customer experience. Learn more about how we

Location: Hybrid. Candidates located within 25 miles of a DXC office are required to work onsite two days per week. Preferred locations:  Plano, TX · Detroit/Farmington Hills, MI · Nashville, TN · New York City, NY · New Orleans, LA · Ashburn, VA · Tulsa, OK

Job Overview:

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.

Key Responsibilities:

Technical Support:

• 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.

Incident Management:

• 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.

Configuration and Optimization:

• 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.

Customer Training and Documentation:

• 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.

Continuous Improvement:

• 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.

Qualifications:

• 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.
• 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.
• 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.
• Familiarity with scripting languages (e.g., Python, Shell scripting) is advantageous.
• Understanding of IT infrastructure, networking, and application development processes.

Preferred Certifications:

• Dynatrace Certified Associate

Work Environment:

This role supports an ITAR-compliant client account with specific security and work authorization requirements:

• 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.