• Manage the full customer lifecycle from onboarding through renewal • Act as a trusted advisor, combining business context with technical understanding • Translate client needs into documented processes, workflows, and service actions • Support data-driven conversations using platform metrics, reports, and integrations • Proactively resolve issues and manage expectations with clarity and professionalism • Partner with internal teams to align technical execution with client goals • Capture feedback, success stories, and opportunities for continuous improvement

• Own the technical relationship for enterprise accounts from kickoff through full platform adoption, with account health and adoption as your primary success metrics • Configure and deploy monitoring, alerting, and automation policies directly within customer environments • Set up and tune systems across monitoring and RMM tooling, bringing genuine hands-on fluency rather than surface-level familiarity • Troubleshoot network, security, and infrastructure issues alongside customers with speed and precision • Script and automate technical workflows and integrations to reduce manual lift and speed time to value • Act as the technical translator between customers and CommandLink's product team, listening to requests, validating what's technically feasible, and channeling that feedback into product improvements • Build and continuously refine a repeatable technical onboarding playbook that scales across the customer base • Support renewal and expansion conversations with deep technical credibility, without owning a sales quota • Provide occasional technical support on new-business sales calls when infrastructure expertise is needed to move a deal forward • Partner with solutions engineering and product teams to ensure customer feedback shapes future platform direction • Take on additional responsibilities and projects as needed to support the success of the team and organization

Role Description CommandLink is redefining how enterprise customers onboard, adopt, and get lasting value from our platform, and we're looking for a Customer Success Engineer to be the technical owner of that relationship from day one. This is a technical, hands-on role built for someone who has lived inside real infrastructure. - Own the technical relationship for enterprise accounts from kickoff through full platform adoption, with account health and adoption as your primary success metrics. - Configure and deploy monitoring, alerting, and automation policies directly within customer environments. - Set up and tune systems across monitoring and RMM tooling, bringing genuine hands-on fluency rather than surface-level familiarity. - Troubleshoot network, security, and infrastructure issues alongside customers with speed and precision. - Script and automate technical workflows and integrations to reduce manual lift and speed time to value. - Act as the technical translator between customers and CommandLink's product team, listening to requests, validating what's technically feasible, and channeling that feedback into product improvements. - Build and continuously refine a repeatable technical onboarding playbook that scales across the customer base. - Support renewal and expansion conversations with deep technical credibility, without owning a sales quota. - Provide occasional technical support on new-business sales calls when infrastructure expertise is needed to move a deal forward. - Partner with solutions engineering and product teams to ensure customer feedback shapes future platform direction. - Take on additional responsibilities and projects as needed to support the success of the team and organization. Qualifications - 3 years minimum, 5+ years preferred, in a hands-on technical role at an MSP or as a corporate IT administrator. - Direct, practical experience with scripting, server administration, and network deployment, including firewalls. - Real hands-on experience with monitoring and RMM platforms such as SolarWinds, Auvik, Dynatrace, or Kaseya. - Demonstrated ability to configure, troubleshoot, and resolve technical issues independently rather than escalating them. - Strong communication skills with the ability to translate technical detail for both customers and internal product teams. - Comfort working across security, network, and alerting concepts fluently enough that customers trust you as a technical authority. Requirements - Experience at an MSP or software provider serving the MSP market (Nice to Have). - Prior exposure to ITSM or ITIL concepts, though this is not the primary hiring background for this role (Nice to Have). - Experience building technical onboarding playbooks or repeatable processes from scratch (Nice to Have). - Interest in growing into a future team leadership or Director-track role (Nice to Have). Benefits - Room to grow at a high-growth company. - An environment that celebrates ideas and innovation. - Your work will have a tangible impact. - Flexible time off. - Fun events at cool locations. - Employee referral bonuses to encourage the addition of great new people to the team.

Your role at DynatraceAs a Senior Customer Success Engineer, you will be responsible for building and maintaining post-sales relationships with Dynatrace’s highest strategic customers. You will serve as a trusted advisor, ensuring the successful deployment and adoption of all Dynatrace products. Customers hold CSE's in high regard as experts and rely on you to guide them through ways of obtaining the greatest value from their Dynatrace solutions. - Constantly go above and beyond to serve our customers and be a shining, standard-setting example of our Core Values. - Triage, diagnose, and provide solutions to most complex configuration issues with Dynatrace solutions and non-Dynatrace integrations. - Strategize on the overall technical objectives and long-term goals of the team. - Provide advice and guidance as the subject matter expert to ensure successful ongoing usage, adoption of the product, and foster growth of the customer’s footprint. - Be the customer’s advocate by knowing their goals and use cases, then suggesting process improvements, product adoption, configuration, and additional features to meet their requirements. - Provide web-based training to user groups to support organizational adoption. - Undertake discovery and education activities to identify opportunities for Dynatrace usage across organizational functions and processes. - Providing coaching to TAMs to help them grow in their technical knowledge and personally. - Function as a frontline technical resource for “best practice” and informal customer questions. - Engage with customer support as a customer advocate to ensure speedy resolution of customer issues - Engage with Product management as the customer advocate on product roadmap discussions. - Participate and prepare for Monthly and Quarterly Business Reviews with customers. - Maintain current functional and technical knowledge of Dynatrace products and services. - Help to document best practices in developing and using Dynatrace Partner with support engineers, PM, and R&D to help customers and account teams to speed resolution. - Help communicate, escalate and advocate on behalf of the customer. - Provide insights, advice, and ‘street credibility’ with technical teams to understand technical issues and possible workarounds. - Help customers and account teams to understand support ticket trends/themes to be used to develop success plans, enablement advice, etc. - Have deep understanding of customers’ infrastructure, architecture, and business/regulatory requirements to speed up resolution. What will help you succeedEducation: - Bachelor's degree in Computer Science, Information Technology, or equivalent work experience - Work experience 4+ years of related experience - Experience working with large enterprise customers, including executive leadership - Demonstrated ability in leadership, mentorship, and organizational behavior - A track record of going above and beyond for your team and customers - Ability to manage executive relationships and discussions (VP/CxO) - Must have exceptional English written and verbal communications skills, as well as organizational and teamwork skills, and the ability to act fast and responsibly Impeccable time management skills and an ability to self-direct - Demonstrated experience being a Subject Matter Expert (SME) for Dynatrace technologies, methodologies, frameworks, and 3rd party technologies related to Dynatrace - Willingness to learn new technologies and resolve complex technical issues - Professional Level Dynatrace certification (or get certification within six months) - Two or more industry-relevant Associate Level certifications (AWS, Azure, k8s, …) - Strong technical understanding and experience in SaaS industry - Knowledge and experience with one or more of the following technologies related to Dynatrace: Cloud/new stack technologies such as OpenStack, OpenShift, AWS, Azure, Google Cloud, Cloud Foundry, Kubernetes, SAP, etc. - Web and application server technologies such as Apache, IIS, WebSphere, WebLogic, and JBoss Server/Server-side technologies such as Java Servlets, PHP, HTML, CSS, JavaScript, and Ajax - Mobile application technologies such as iOS and Android Webkit DevOps toolchain applications such as Ansible, Jenkins, Chef, Puppet, etc. - CMDB/ITSM Technologies/platforms such as ServiceNow and BMC - Must be customer service oriented and believe in teamwork, collaboration, adaptability & Initiative - Demonstrable success in thinking strategically and executing tactically while providing consistent and high customer satisfaction and retention levels in a fast-paced environment 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. - You'll get to work at the forefront of innovation with Dynatrace Intelligence—the industry's first agentic operations system. Bringing together deterministic and agentic AI, it helps teams understand what's happening, why it matters, and what to do next— automatically. - Over 50% of the Fortune 100 companies are current customers of Dynatrace. Compensation and Rewards