Lead Customer Success Engineer

Your role at Dynatrace

• Constantly go above and beyond to serve our customers and be a shining, standard-setting example of our Core Values.
• Triage, diagnose, and provide solutions to most complex configuration issues with Dynatrace solutions and non-Dynatrace integrations.
• Strategize on the overall technical objectives and long-term goals of the team.
• Provide advice and guidance as the subject matter expert to ensure successful ongoing usage, adoption of the product, and foster growth of the customer's footprint.
• Be the customer's advocate by knowing their goals and use cases, then suggesting process improvements, product adoption, configuration, and additional features to meet their requirements.
• Provide web-based training to user groups to support organizational adoption.
• Undertake discovery and education activities to identify opportunities for Dynatrace usage across organizational functions and processes.
• Providing coaching to TAMs to help them grow in their technical knowledge and personally.
• Function as a frontline technical resource for "best practice" and informal customer questions.
• Engage with customer support as a customer advocate to ensure speedy resolution of customer issues
• Engage with Product management as the customer advocate on product roadmap discussions.
• Participate and prepare for Monthly and Quarterly Business Reviews with customers.
• Maintain current functional and technical knowledge of Dynatrace products and services.
• Help to document best practices in developing and using Dynatrace Partner with support engineers, PM, and R&D to help customers and account teams to speed resolution.
• Help communicate, escalate and advocate on behalf of the customer.
• Provide insights, advice, and 'street credibility' with technical teams to understand technical issues and possible workarounds.
• Help customers and account teams to understand support ticket trends/themes to be used to develop success plans, enablement advice, etc.
• Have deep understanding of customers' infrastructure, architecture, and business/regulatory requirements to speed up resolution.

What will help you succeed
Education:

• Bachelor's degree in Computer Science, Information Technology, or equivalent work experience
• Work experience 4+ years of experience
• Experience working with large enterprise customers, including executive leadership
• Demonstrated ability in leadership, mentorship, and organizational behavior
• A track record of going above and beyond for your team and customers
• Ability to manage executive relationships and discussions (VP/CxO)
• Must have exceptional English written and verbal communications skills, as well as organizational and teamwork skills, and the ability to act fast and responsibly Impeccable time management skills and an ability to self-direct
• Demonstrated experience being a Subject Matter Expert (SME) for Dynatrace technologies, methodologies, frameworks, and 3rd party technologies related to Dynatrace
• Willingness to learn new technologies and resolve complex technical issues
• Professional Level Dynatrace certification (or get certification within six months)
• Two or more industry-relevant Associate Level certifications (AWS, Azure, k8s, ...)
• Strong technical understanding and experience in SaaS industry
• Knowledge and experience with one or more of the following technologies related to Dynatrace: Cloud/new stack technologies such as OpenStack, OpenShift, AWS, Azure, Google Cloud, Cloud Foundry, Kubernetes, SAP, etc.
• Web and application server technologies such as Apache, IIS, WebSphere, WebLogic, and JBoss Server/Server-side technologies such as Java Servlets, PHP, HTML, CSS, JavaScript, and Ajax
• Mobile application technologies such as iOS and Android Webkit DevOps toolchain applications such as Ansible, Jenkins, Chef, Puppet, etc.
• CMDB/ITSM Technologies/platforms such as ServiceNow and BMC
• Must be customer service oriented and believe in teamwork, collaboration, adaptability & Initiative
• Demonstrable success in thinking strategically and executing tactically while providing consistent and high customer satisfaction and retention levels in a fast-paced environment

Why you will love being a Dynatracer

• 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.