• Take ownership of customer cases through our ticketing system, web meetings, and phone. • Troubleshoot and resolve complex product, data, and integration issues, including APIs, SAML/SSO, and AI-powered features. • Replicate reported defects, isolate root causes, and hand engineering actionable reports when escalation is needed. • Become a product expert as Flashpoint ships new capabilities, staying ahead of enhancements, new features, and emerging tooling. • Share knowledge as trends appear in customer requests, creating articles for the Flashpoint Help Center. • Monitor work queues to maintain balanced workloads and hit turnaround standards ensuring quality. • Partner with Customer Success Managers to help customers focus on the threats that matter and make smarter security decisions.

• Collaborate with our customers to transform their business problems into customizations within our product. • Communicate with internal team members and key stakeholders, applying technical leadership and expertise to ensure customer needs are met • Act as a product expert (technical and functional) for Visier’s SaaS product and services, both internally and externally • Provide quality and timely support to customers per the severity of the issue and the contractual Service Level Agreement (SLA) • Work with enterprise, partners, and OEM customers to anticipate, identify and respond to issues they experience with Visier’s solutions, and address customers’ technical concerns and requests. • Monitor all cases in our ticketing system and ensure timely resolution and closure of these cases • Respond to and resolve alerts received from our monitoring tool in a timely manner • Create knowledge-based articles and documentation to support other support team members and customers • Coordinate Customer Service functions to diagnose, troubleshoot and solve our clients' technical issues in a timely and professional manner • Work with our Professional Services, Customer Success, Development and Product Management teams to help communicate customer needs and urgency • Be part of our on-call rotation and be available to work evening, weekend, and holiday shifts when needed

• Responding to technical support ticket and providing remote support to customers • Working with customers to find diagnose and resolve technical issues within specific response guidelines. • Manage product escalations, function as a liaison between customers, and various levels of product engineering. • Installing/Upgrading software related to this product area. • Diagnosing and troubleshooting the ticket issues that can be related to software, networking, and hardware. • Documenting work in the ticketing system (Salesforce experience preferred)

Your role at DynatraceWe are seeking a detail-oriented and technically skilled L2 Software Support Engineer to provide advanced support for Bindplane (Dynatrace_ customers. As part of the Support team, you will handle escalated issues that go beyond frontline troubleshooting, working directly with product and engineering teams to resolve complex technical challenges. This role requires a balance of technical expertise, problem-solving skills, and customer-focused communication. The L2 Software Support Engineer ensures customer satisfaction by delivering timely resolutions, guiding customers through advanced troubleshooting, and helping optimize their observability environments. What You’ll Do - Provide advanced technical support for Bindplane products in complex enterprise environments - Troubleshoot and resolve customer issues related to deployment, configuration, and integration - Work with customers to diagnose problems in diverse IT infrastructures including containerized environments, Kubernetes, and various cloud platforms - Coordinate with Sales, Product, and Engineering teams to address customer challenges - Create and maintain comprehensive documentation for common issues and their resolutions - Develop knowledge base articles and troubleshooting guides for our Customer Support Portal - Serve as an escalation point for L1 support, tackling more complex technical challenges - Provide timely and effective communication to customers throughout the support process - Identify recurring issues and collaborate with engineering to improve product quality What will help you succeed - 3+ years of experience in technical support, software support, or a related role. - Strong troubleshooting and diagnostic skills in SaaS, observability, or cloud environments. - Familiarity with OpenTelemetry, monitoring, logging, or related tools (preferred). - Experience with cloud platforms (AWS, Azure, GCP) and container technologies (Docker, Kubernetes). - Ability to analyze logs, performance metrics, and system behaviors to identify root causes. - Excellent communication skills with the ability to explain complex technical issues clearly. - Strong collaboration skills and experience working with cross-functional teams. - A customer-first mindset with patience, empathy, and accountability. 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. Compensation and RewardsThe targeted base pay range for this role is X (min) to Y (mid). When determining your salary, we consider your skills, experience, education, work location and internal equity. Equal Employment OpportunityAll your information will be kept confidential according to EEO guidelines. We offer competitive compensation, company-sponsored premium benefits, medical, dental, vacation/holidays, company matching 401(k) Plan, etc. Dynatrace is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities, age, sexual orientation, creed, disability status, veteran status, pregnancy, genetic status, or any other characteristic protected by law. If your disability makes it difficult for you to use this site, please contact careers@dynatrace.com. Dynatrace participates in E-Verify, participant information in English and Spanish. Right to work information in English and Spanish. EEO is the Law. To be considered for this position, please upload your resume/CV.