Technical Support Engineer II

We 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

• 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.

• A 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.

The targeted base pay range for this role is $69K to $86K. When determining your salary, we consider your skills, experience, education, work location and internal equity.

All 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 [email protected]. 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.