Technical Support Engineer II

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 DoProvide advanced technical support for Bindplane products in complex enterprise environmentsTroubleshoot and resolve customer issues related to deployment, configuration, and integrationWork with customers to diagnose problems in diverse IT infrastructures including containerized environments, Kubernetes, and various cloud platformsCoordinate with Sales, Product, and Engineering teams to address customer challengesCreate and maintain comprehensive documentation for common issues and their resolutionsDevelop knowledge base articles and troubleshooting guides for our Customer Support PortalServe as an escalation point for L1 support, tackling more complex technical challengesProvide timely and effective communication to customers throughout the support processIdentify recurring issues and collaborate with engineering to improve product qualityWhat will help you succeed3+ 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 DynatracerA 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 View email address on click.appcast.io . 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.Note to Recruiters and Agencies : Thank you for your interest in Dynatrace. Please note that we do not accept unsolicited agency resumes —do not forward them via our website or directly to Dynatrace employees. Dynatrace will not pay fees for unsolicited resumes, and any resumes received this way will be considered the property of Dynatrace.Benefits and work-life perksWe offer best-in-class core rewards, including paid time off, financial security benefits, retirement savings plans, and health insurance. Beyond that, you’ll get other benefits and work-life perks designed to make your ride with us even more rewarding.Mental health supportOur Employee Assistance Program, powered by Telus Health, offers support for you and your family members.Wellness DaysFour company-designated extra paid days off for you to recharge batteries.FlexibilityOur hybrid working model and flexible working hours offer you the flexibility you need.Employee Stock Purchase PlanPurchase company stock ( NYSE:DT ) at a discounted price and become a shareholder.Learn & developCompany-wide learning perks, designated team's learning days, and more.Volunteering dayA day of paid volunteer time to support a community or cause you care about.Regular team eventsWe host Global Culture Parties, Family & Friends at Work Day, Global Breakfasts, Green Weeks, Pride Month, and beyond!International vibeMost of our offices and teams are proudly multicultural. English is our shared language, but we embrace and learn from each other's cultures.Rewards vary depending on your employment type. Some benefits and perks also differ by location — explore your city to see what’s available there.About DynatraceDynatrace (NYSE: DT) is the leading AI-powered observability and security platform. We're advancing observability for today's digital businesses, helping transform modern digital ecosystems' complexity into powerful business assets.Our AI-driven insights cut through the noise, allowing customers to focus on what truly matters by automating manual tasks and resolving issues with pinpoint accuracy. Dynatrace offers simplicity, clarity, and reliability at scale to ensure teams can make informed decisions, minimize downtime, and drive their business forward with confidence. #J-18808-Ljbffr Dynatrace LLC