Customer Support Analyst II

Are you looking for a fast-paced environment where you can blend your technical curiosity and experience with your passion for helping others (in this case, our customers) succeed in overcoming some of their biggest digital transformation challenges? If so, look no further. We want to talk to you!

The world needs perfect software and Dynatrace works with some of the world’s leading brands to deliver this, including Adobe, Samsung, Verizon, Starbucks, Virgin Money, Ford, and Experian. Our Dynatrace ONE team takes the core principles of Agile software development and applies them to delivering amazing customer experience to these and our other 3,000+ customers around the world. We bring together customer success, customer service, and technical consulting disciplines into cross-functional “squads” with a single focus—to make our customers successful.

As a Technical Product Specialist II, you will use your product and industry expertise to accelerate product adoption, drive user satisfaction, and provide strategic consulting to our customers. This is done primarily through providing in-product assistance (chat), personalized coaching sessions, and product onboarding. Through these customer engagements, you will have the opportunity to educate our customers about our latest product enhancements and how they can get the most value from them. You will use the experience you've gained to solve more complex issues and have an opportunity to participate in D1 projects and initiatives.

You have the opportunity to join us at local conferences and meet-ups to share how our automated, full-stack, AI-powered monitoring platform is helping our customers lead in their industries. In addition to enabling our customers, you will be able to expand your own knowledge to gain subject matter expertise in an area of technology complementary to our Dynatrace solution.

Job Description

Respond to product inquiries and provide assistance to customers via chat (primary), email, web conference, and phone.

Provide customers “micro consulting” engagements with their deployment, configuration, problem triage, and troubleshooting of Dynatrace’s software intelligence platform in order to get the most value and return on their Dynatrace investment.

Enable, coach and mentor our Premium customers on best practices to ensure adoption of the Dynatrace platform.

Track and document customer touchpoints and engagements.

Triage, diagnose, and provide solutions to complex configuration issues with Dynatrace solutions.

Perform customer environment health checks of product installation, deployment, configuration, usage, and adoption. Provide recommendations to improve value realization of Dynatrace.

Identify potential growth and retention opportunities within customer chat conversations and coaching sessions.

Collaborate with other teams (Customer Success, Sales, Services, Technical Support, Renewals, and Product Management) to align on key processes and ensure excellent customer experience is being delivered.

Mentor other Product specialists. Contribute to projects and initiatives focused on improving key processes.

What will help you succeed

• Bachelor’s degree in Computer Science, Information Technology, or related work experience.
• Knowledge of networking, protocols, and architectures such as TCP / IP, HTTP, DNS, SSL, and BGP.
• Familiarity with database design, SQL, and data access practices.
• Exceptional corporate presentation and relationship-building skills.
• Excellent English + fluency in other European languages highly valued.

Knowledge of one or more web technology stacks such as

Why you will love being a Dynatracer

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