Technical Customer Support
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.
Job Description
We are looking for motivated individuals who enjoy working with customers, think the idea of data analysis is fun and want to grow in their understanding of web and mobile performance. This is not just a job; it is a starting point for a career at Dynatrace.
As a Remote Technical Customer Support, you will work within our Insights Services team, supporting eight to ten named customers. You won’t be alone but paired with a more senior Analyst, working together to provide outstanding customer service. Your journey will begin with 6 weeks of extensive product training followed by job shadowing as you learn the role.
Each day, you will ensure our products are working for our customers, helping them understand the performance data we collect about their sites and being their go-to person for trainings and configuration. Most of this customer interaction happens over email or Slack.
If you have always wanted to work in technology, Dynatrace could be the right company for you. Responsibilities include:
- Work closely with an internal Analyst to provide support and training for the Digital Experience product line for your clients
- Assist in configuration and implementation of best practices and maintain a customer’s Dynatrace environment based on communicated customer business goals
- Responsible for an in depth, technical understanding of the Dynatrace Digital Experience product (Real User Data, Session Replay and Synthetic data)
- Create and manage web and mobile measurements scripts
- Analyze day to day performance and availability data while providing clear, in-depth, and concise root cause analysis for both customers and internal Analysts
- Proactively identify issues, escalating to appropriate team members as needed and communicating progress
Qualifications
Minimum Requirements:
- Associate’s Degree in a technology related field is required
- Minimum of 1 year of experience in technology related field
Preferred Requirements:
- Bachelor’s Degree in a technology related field is preferred
- Experience in data driven analysis - excellent at working with, understanding and analyzing data
- Familiarity with JavaScript
- Operates with a customer first focus
- Proven ability to work under pressure; ability to handle multiple conflicting priorities
- Recognizes and understands both personal and team dynamics and relationships, is empathetic to stakeholder concerns and effectively influences and persuades
- Strong verbal and written communication skills
- Has a passion to learn new technology and deliver successful customer and partner outcomes for stakeholders at all levels
- Knowledge of industry performance metrics and recommended thresholds
Expectation: all Insights team members are expected to travel at least 1 time per year for annual team meetings.
Additional Information
*** This can be a remote role but if the business requires travel for customer work shops or meetigns this will be needed***