Dynatrace Support Engineer

- Provide first and second-level support for Dynatrace-related inquiries - Address customer inquiries and resolve support tickets promptly - Diagnose and troubleshoot performance and configuration challenges within Dynatrace environments - Monitor and manage incidents associated with Dynatrace - Conduct root cause analysis for recurring issues and establish solutions to mitigate future occurrences - Escalate complex issues to senior support staff or Dynatrace vendor support when necessary - Assist in the configuration and optimization of Dynatrace environments - Implement best practices for monitoring, alerting, and reporting to ensure thorough coverage and reduced false positives - Collaborate with internal teams to customize Dynatrace solutions tailored to specific application and infrastructure requirements - Provide training to customers and internal teams on Dynatrace features, functionalities, and best practices - Develop and maintain comprehensive documentation, including configuration guides, troubleshooting processes, and FAQs - Create and update knowledge base articles to empower customers in resolving common issues independently - Stay informed on the latest advancements in Dynatrace and related technologies - Identify areas for enhancing support processes and improving customer satisfaction - Participate in team meetings and contribute to ongoing projects and initiatives