Sr Technical Customer Support Representative

Job Description

We are looking for motivated individuals who enjoy working with customers, think 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 Sr. Technical Customer Support Representative, 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 a period 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. Customer interaction can be over email, Slack, or video conferences.

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 and Business Analytics product lines for your clients
• Assist in the 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), as well as Dynatrace Query Language
• Create and manage Synthetic web and mobile measurement 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

Minimum Requirements:

• Bachelor Degree in a technology-related field
• Minimum of 2 years of experience in technology-related field
• Must be able to communicate effectively verbally and in writing

Preferred Requirements:

• Experience in data-driven analysis - excellent at working with, understanding, and analysing data
• Familiarity with JavaScript and querying languages like SQL, Splunk Search Processing Language, or Dynatrace Query Language
• 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

• 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.