Company Description

Dynatrace exists to make the world’s software work perfectly. Our unified software intelligence platform combines broad and deep observability and continuous runtime application security with the most advanced AIOps to provide answers and intelligent automation from data at an enormous scale. This enables innovators to modernize and automate cloud operations, deliver software faster and more securely, and ensure flawless digital experiences. That is why the world’s largest organizations trust Dynatrace®️ to accelerate digital transformation.

We're an equal opportunity employer and embrace all applicants. Dynatrace wants YOU—your diverse background, talents, values, ideas, and expertise. These qualities are what make our global team stronger and more seasoned. We're fueled by the diversity of our talented employees.

• An excellent opportunity to be a key contributor to the exciting Dynatrace Security Solution journey. The individual will closely work with the broader solutions engineering team and security sales specialist team to drive the technical lane in opportunities and will be responsible for providing pre-sales technical support and expert guidance to the broader customer-facing teams.
• As a Lead Security Solutions Engineer, you will be a key member of the Dynatrace sales engine and will be responsible for providing excellent technical support specifically to the security sales team but also to the broader sales team. You will be the expert on Dynatrace and all things security.
• Responsible for executing great demos which demonstrate Dynatrace’s unique approach in solving the customer’s pain.
• Executing and managing PoCs remote and on-site, building key relationships with customers and completing RFIs & RFPs.
• Coaching others to accomplish the same.
• Work across teams including innovation lab, product management, consultants, customer care, and marketing.

Minimum Requirements:

• HS diploma or GED and at least 3 years of experience supporting sales teams in a leading presale role.

Preferred Requirements:

• To ensure your success as a Solutions Engineer at Dynatrace, you need to be an ambitious, confident, and self-motivated individual, with previous SE experience or another technical customer-facing role.
• Passionate about innovative technology, technical sales, and articulating value to customers and prospects.
• Deep experience with CNAPP or CSPM solutions, preferably with additional security technologies such as container security, CSPM, SAST, SCA, DAST, IAST, RASP or CWPP.
• Fluent in English and either Spanish or Portuguese.
• Appreciation of a very dynamic and changing security market.
• Understanding of observability and APM technologies and market.
• Be able to demonstrate a track record leading to sales success.
• An excellent team player, with the ability to work across all disciplines.
• Excellent communication and presentation skills, with the ability to communicate technical value into business value.
• Deep understanding of cloud native technologies such as container platforms and public cloud offerings.
• Previous 3-5 years of experience working with Java, .NET, PHP or JavaScript languages and are knowledgeable around web technologies as well as SQL.
• Experience with CI/CD tooling.
• Experience with Windows & Linux.
• Ability to troubleshoot technical issues to produce a working outcome and be able to manage this process.
• Ability to manage several projects simultaneously.
• Must have a strong desire to grow professionally and ability to adapt to an ever-changing environment.
• Up to 30% of travel required within the region.
• Location is flexible across North America.

Why you will love selling and working with our Dynatrace platform

• 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.
• The Dynatrace platform uses cutting-edge technologies, including our own Davis hypermodal AI, to help our customers modernize and automate cloud operations, deliver software faster and more securely, and enable flawless digital experiences.
• Over 50% of the Fortune 100 companies are current customers of Dynatrace

Compensation and rewards:

• The base salary range for this role is $140,000 - $175,000. When determining your salary, we consider your experience, skills, education, and work location.
• Our total compensation package includes unlimited personal time off, an employee stock purchase plan, and a reward system.
• We also offer medical/dental benefits, and a company matching 401(k) plan for retirement.

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 / EEO is the Law Supplement. To be considered for this position, please upload your resume/CV.

Company Description

Dynatrace exists to make software work perfectly. Our platform combines broad and deep observability and continuous runtime application security with advanced AIOps to provide answers and intelligent automation from data. This enables innovators to modernize and automate cloud operations, deliver software faster and more securely, and ensure flawless digital experiences.

The Critical Incident and Escalation Director is responsible for leading the organization's response to high-impact incidents and managing escalations to ensure swift resolution and minimal disruption to operations. This role involves developing and implementing incident management strategies, coordinating with various stakeholders, and overseeing the escalation process to address and resolve complex issues effectively.

Key Responsibilities:

• Incident Management:
• Lead and coordinate the response to critical incidents, including product or vendor outages, security breaches, and other major disruptions.
• Develop and implement incident management processes, procedures, and best practices to ensure timely and effective resolution.
• Conduct post-incident reviews to identify root causes, document lessons learned and recommend improvements.
• Escalation Management:
• Oversee the escalation process for unresolved or complex issues, ensuring they are addressed promptly and effectively.
• Collaborate with senior leadership and cross-functional teams to manage high-priority escalations and ensure proper communication.
• Strategy and Planning:
• Develop and maintain incident response and escalation plans, including crisis communication strategies and recovery plans.
• Analyze incident trends and escalate patterns to identify areas for improvement and implement preventive measures.
• Stakeholder Communication:
• Serve as the primary point of contact for critical incidents and escalations, providing timely updates and information to stakeholders, including senior leaders, DLT, and internal and external customers.
• Coordinate with internal teams, external vendors, as needed to manage incidents and escalations.
• Program Leadership:
• Lead process and protocol for Technical Support Engineers and leaders involved in a critical incident by providing guidance, training, and support.
• Foster a culture of continuous improvement and accountability within the incident management and escalation teams.
• Compliance and Reporting:
• Ensure that incident and escalation management practices comply with relevant regulations, standards, and organizational policies.
• Prepare and present incident and escalation reports to senior management, highlighting key metrics, trends, and areas for improvement.

Minimum Qualifications:

• Bachelor’s degree in information technology, Business Administration, or a related field (Master's degree preferred).
• 4+ years of experience in incident management, escalation management, or a related field.
• 4+ years of experience with IT systems, infrastructure, and operations.
• 4+ years of experience with incident management tools and frameworks (e.g., ITIL, NIST).
• 4+ years of leadership experience.

Preferred Qualifications:

• Effective communication and interpersonal skills, with the ability to manage stakeholder expectations and coordinate across teams.
• Excellent problem-solving, analytical, and decision-making skills.
• Certifications in incident management or related areas (e.g., ITIL, CISSP).
• Experience in a similar role within a large, complex organization.
• Familiarity with regulatory requirements and compliance standards relevant to the industry.

Salary, DOE, plus Health, Dental, Life, STD, LTD, 401k, PTO. Total compensation may vary depending on candidate experience, education and location.

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 / EEO is the Law Supplement. To be considered for this position, please upload your resume/CV.

Company Description

Dynatrace exists to make software work perfectly. Our platform combines broad and deep observability and continuous runtime application security with advanced AIOps to provide answers and intelligent automation from data. This enables innovators to modernize and automate cloud operations, deliver software faster and more securely, and ensure flawless digital experiences.

Job Description

Dynatrace is seeking a Director of Customer Education, who will be responsible for designing, developing, and executing comprehensive educational programs to empower our customers with the knowledge and skills necessary to maximize their success with our product. The Director of Customer Education will lead a team of enablement program managers, advisors and instructional designers to provide engaging and effective learning channels to customers, partners and internal employees with a variety of preferred learning styles. This role requires a blend of strategic thinking, instructional design expertise, and leadership capabilities to drive impactful learning experiences that contribute to customer satisfaction, retention, and advocacy. The Director of Customer Education will also collaborate closely with cross-functional teams such as go-to-market, product teams, sales and marketing to ensure alignment between educational initiatives and business goals, as well as continuously assessing and improving the effectiveness of our customer education efforts.

• Develop a strategic vision and roadmap for customer education initiatives aligned with company objectives, thereby leveraging customer education to drive adoption, retention and growth.
• Spearhead the design and development of educational channels, including online courses, tutorials, webinars, live training and product onboarding offerings while utilizing instructional design best practices.
• Define a learning strategy, combined with a content management strategy to drive development efficiency and quality of learning content.
• Manage a team of enablement program managers, advisors and instructional designers, providing guidance, mentorship, and support to ensure high-quality deliverables and professional growth.
• Collaborate with product management, marketing, customer success, customer support and other departments to identify educational needs and opportunities throughout the customer journey.
• Establish metrics and key performance indicators (KPIs) to measure the effectiveness and impact of customer education programs, regularly analyzing data to drive continuous improvement.
• Engage with customers directly through workshops, seminars, and other events to gather feedback, understand their learning preferences, and promote ongoing learning and skill development.
• Stay informed about industry trends, best practices, and emerging technologies in customer education, integrating relevant innovations into our strategies and approaches.
• Manage budgets, resources, and vendor relationships effectively to optimize the efficiency and scalability of customer education initiatives.
• Act as a thought leader and advocate for customer education internally, promoting its importance and demonstrating its impact on customer satisfaction, retention, and overall business success.

Minimum Requirements

• Bachelor's degree in Education, Instructional Design, Communications, Technology, Business or related field. Advanced degree preferred.
• Proven experience (5 years) in a leadership role within customer education, with demonstrable results achieved at a SaaS company.

Preferred Requirements

• Strong understanding of instructional design principles, adult learning theory, and educational technologies.
• Excellent communication and presentation skills, with the ability to convey complex concepts clearly and effectively to diverse audiences.
• Demonstrated ability to manage and inspire a team, fostering a culture of collaboration, innovation, and continuous learning.
• Strategic mindset with the ability to translate business goals into actionable educational initiatives and measure their impact.
• Experience working cross-functionally with product, marketing, sales, and support teams to achieve shared objectives.
• Proficiency in learning management systems (LMS), content authoring tools, and other relevant software applications.
• Highly organized with strong project management skills and the ability to prioritize and manage multiple initiatives simultaneously.
• Passion for customer success and a commitment to delivering exceptional learning experiences that drive value and satisfaction.
• Some travel will be required, but will typically be less than 25%.

• 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.
• The Dynatrace platform uses cutting-edge technologies, including our own Davis hypermodal AI, to help our customers modernize and automate cloud operations, deliver software faster and more securely, and enable flawless digital experiences.
• Over 50% of the Fortune 100 companies are current customers of Dynatrace.

DOE, annual salary of $172,000 - 210,000 plus Health, Dental, Life, STD, LTD, 401k, PTO. Total compensation may vary depending on candidate experience, education and location.

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/EEO is the Law Supplement. To be considered for this position, please upload your resume/CV.