• Resolve Tier 1–2 tickets (Windows, Mac, Microsoft 365) • Manage access (Active Directory, Azure AD, SSO tools) • Troubleshoot VPN, network, and remote connectivity issues • Run onboarding/offboarding (accounts, devices, permissions) • Administer Microsoft 365 (Teams, Outlook, SharePoint, OneDrive) • Maintain endpoint security, patches, and updates • Track tickets and hit SLA targets (clear ownership)

• Provide expert support for our technology stack including Macs, iOS, Android, Rippling MDM/SSO, 1Password, Google Workspace, Microsoft Office, Slack, Zoom, Linear, and Notion • Own the complete employee lifecycle experience from onboarding through offboarding, managing access control, hardware provisioning, and ensuring audit-ready documentation • Build and maintain a comprehensive knowledge base that empowers employees to solve common issues independently • Identify opportunities to automate repetitive IT tasks, improving efficiency and reducing manual overhead • Partner with the IT Lead and cross-functional teams to support company-wide initiatives and maintain our security posture

Your role at DynatraceJob Description We are looking for motivated individuals who enjoy working with customers, think data analysis is fun, and want to grow in their understanding of web and mobile performance. This is not just a job; it is a starting point for a career at Dynatrace. As a Sr. Technical Customer Support Representative, you will work within our Insights Services team, supporting eight to ten named customers. You won’t be alone, but paired with a more senior Analyst, working together to provide outstanding customer service. Your journey will begin with a period of extensive product training, followed by job shadowing as you learn the role. Each day, you will ensure our products are working for our customers, helping them understand the performance data we collect about their sites and being their go-to person for trainings and configuration. Customer interaction can be over email, Slack, or video conferences. If you have always wanted to work in technology, Dynatrace could be the right company for you. Responsibilities include: - Work closely with an internal Analyst to provide support and training for the Digital Experience and Business Analytics product lines for your clients - Assist in the configuration and implementation of best practices and maintain a customer’s Dynatrace environment based on communicated customer business goals - Responsible for an in-depth, technical understanding of the Dynatrace Digital Experience product (Real User Data, Session Replay, and Synthetic data), as well as Dynatrace Query Language - Create and manage Synthetic web and mobile measurement scripts - Analyze day-to-day performance and availability data while providing clear, in-depth, and concise root cause analysis for both customers and internal Analysts - Proactively identify issues, escalating to appropriate team members as needed, and communicating progress What will help you succeedMinimum Requirements: - Bachelor Degree in a technology-related field - Minimum of 2 years of experience in technology-related field - Must be able to communicate effectively verbally and in writing Preferred Requirements: - Experience in data-driven analysis - excellent at working with, understanding, and analysing data - Familiarity with JavaScript and querying languages like SQL, Splunk Search Processing Language, or Dynatrace Query Language - Operates with a customer-first focus - Proven ability to work under pressure; ability to handle multiple conflicting priorities - Recognizes and understands both personal and team dynamics and relationships, is empathetic to stakeholder concerns, and effectively influences and persuades - Strong verbal and written communication skills - Has a passion to learn new technology and deliver successful customer and partner outcomes for stakeholders at all levels - Knowledge of industry performance metrics and recommended thresholds Expectation: All Insights team members are expected to travel at least 1 time per year for annual team meetings 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. - The Dynatrace platform uses cutting-edge technologies, including our own Davis hypermodal AI, to help our customers modernize and automate cloud operations, deliver software faster and more securely, and enable flawless digital experiences. - Over 50% of the Fortune 100 companies are current customers of Dynatrace. Compensation and Rewards

Role Description This role leads the EMEA Field Technician team supporting our client’s locations across multiple countries. The Field Tech Senior Manager ensures high-quality onsite IT support, oversees partner-sourced technicians, and drives operational excellence during and after the service transition. - Lead and manage a geographically distributed team of EMEA Field Technicians remotely. - Oversee daily field operations across multiple countries, ensuring consistent delivery of onsite IT support for client’s offices and campus locations. - Provide performance management, coaching, and guidance to partner-sourced technicians, ensuring adherence to processes and service expectations. - Collaborate with partner organizations to address technician performance, escalations, and operational updates. - Ensure timely resolution of hardware and software issues related to laptops, monitors, peripherals, mobile devices, and related IT equipment. - Coordinate with server, network, and infrastructure teams when issues require specialized support or escalation. - Monitor service delivery metrics, identify gaps, and implement improvements aligned with project and operational objectives. - Support the leadership team in driving business process enhancements during the service transition and steady-state operations. - Participate in cross-regional meetings and collaborate with global teams to align on best practices and service standards. - Ensure compliance with organizational policies, customer requirements, and partner obligations across all supported locations. Qualifications - Minimum of 8 years of combined IT technical support experience, including direct hands-on desktop support responsibilities. - Minimum of 1–3 years of managerial or leadership experience overseeing technical teams. - Experience coordinating or managing field technicians across multiple geographic regions. - Demonstrated ability to meet performance objectives, manage team output, and support operational KPIs. - Excellent verbal and written communication skills in a distributed, multinational environment. - Romania-based (preferably Bucharest) – remote (and available for occasional business trips, if required). - Bachelor’s degree required; Master’s degree preferred. Requirements - Experience with imaging and device management tools such as Microsoft Endpoint Configuration Manager or Intune. - Strong customer service orientation with the ability to build relationships across cultures and organizational levels. - Proven ability to manage partner/vendor relationships and navigate performance discussions. - Positive, solution-oriented mindset with strong problem-solving abilities and technical aptitude.