Summary: Serve as a Subject Matter Expert, advocating for customers, resolving complex issues, and driving product adoption and growth for Dynatrace solutions. Highlights: 1. Advocate for customer goals and use cases 2. Resolve complex technical issues with Dynatrace solutions 3. Engage with product management on roadmap discussions **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. * 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** ------------------------------ * Bachelor's degree in Computer Science, Information Technology, or equivalent work experience * Work experience 3\+ years of experience * **Excellent English** written and spoken skills; **fluency in other European languages is highly valuable** * Experience working with large enterprise customers, including executive leadership * A track record of going above and beyond for your team and customers * Ability to manage executive relationships and discussions (VP/CxO) * 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) * 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; java , javascript etc.) * Must be customer service oriented and believe in teamwork, collaboration, adaptability \& Initiative **Why you will love being a Dynatracer** ---------------------------------------- * 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** ----------------------------
David Muñoz
Indeed · HR
David Muñoz
Indeed · HR
