As a 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.
Responsibilities and Duties
- Constantly go above and beyond to serve our customers and be a shining, standard-setting example of our Core Values
- 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 changes, product adoption, configuration, and additional features to meet their requirements
- Function as a frontline technical resource for “best practice” and informal customer questions
- Engage and review 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
- Partners with support engineers, PM, and R&D to help customers and account teams to speed resolution. They must help, communicate, escalate and advocate on behalf of the customer.
- Provides insight, advice, and ‘street credibility’ with technical teams to understand technical issues and possible workarounds.
- Helps customers and account teams to understand support ticket trends/themes to be used to develop success plans, enablement advice, etc.
- Has deep understanding of customers’ infrastructure, architecture, and business/regulatory requirements to speed up resolution.
- Bachelor's degree in Computer Science, Information Technology, or equivalent work experience
- 3+ years of related work experience
- Experience working with large enterprise customers, including executive leadership
- 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 and Arabic written and verbal communications skills
- Exceptional 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)
- 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
- Demonstrable success in thinking strategically and executing tactically while providing consistent and high customer satisfaction and retention levels in a fast-paced environment
- 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.
Due to legal reasons, we are obliged to list a salary range for this position, which is €53,000 up to €66,000 gross per year based on full-time employment (38.5 h/week). We’ve listed the salary range for transparency, but if your experience and skills bring unique value, we’d still love to hear from you - please apply even if you’re outside the range.
Dynatrace provides equal employment opportunities to all employees and applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected characteristic. We actively foster an inclusive workplace that celebrates differences and promotes accessibility, collaboration, and growth for all.
