Technical Support Engineer IIYour 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.
Compensation and Rewards The 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.
We offer competitive compensation, company-sponsored premium benefits, medical, dental, vacation/holidays, company matching 401(k) Plan, etc.
