Manager, Technical Support Engineering

Your role at Dynatrace
Dynatrace is seeking a Manager of Technical Customer Support with a passion for customer service. This Manager will lead a team of Technical Support Engineers for our Dynatrace platforms, both Managed and SaaS, who are responsible for resolving our customers' technical questions and issues in the most efficient and timely manner possible. They will assume a leadership role within theSupport organization and execute on our support goals and strategies, providing outstanding customer experience and satisfaction for our customers as well as internal stakeholders. They will manage teamworkloads, scheduling, and training with a focus on escalations, ensuring the needs of our customers and our business are met. Managing to defined KPIs and SLAs and defining effective process and protocols are also key in this position. This role is responsible for fostering teamwork and collaborationwithin interdisciplinary teams (Product Management, Dynatrace One, R&D, and DevOps) to effectively resolve customer escalations and provide critical feedback for product enhancements. They will be responsible for coaching and nurturing a global team (some remote) as well as provide guidance forcontinuous improvement and skill growth for each team member. Reports to the Sr Director of Technical Customer Support.
Responsibilities:

• Manage and drive team goals, processes, communication, workforce planning, metrics, and reporting
• Ensure high customer satisfaction that supports defined business goals
• Work closely with other Technical Support Managers and Leadership to create Global Support strategies, processes and workflows
• Collaborate with Support Architect and Dynatrace One Leadership teams in driving excellent Customer Experiences including efficient and scalable issue resolution
• Together with Recruiting and Human Resources, our managers will be responsible for hiring andretention of technical talent. Includes routine 1:1s, periodic performance reviews, and career development strategies
• Provide ongoing coaching, mentoring, measurement, and management of staff, including developing training plans to further evolve the team's technical capacity and customer support skills
• Interact directly with customers and internal experts to drive, manage and resolve escalated issues, including setting expectations and listening to concerns, feedback and suggestions
• Collaborate with Product Management, R&D, Services, and DevOps teams and provide critical feedback and leadership to meet the expectations and needs of the Support team and our Customers
• Cultivate a fun and positive environment for team members, both in office and virtually

What will help you succeed
Requirements:

• Recommended 3- 5+ years of demonstrated leadership within a technical customer support operation
• Experience building lean, automated, and scalable teams and processes
• Ability to champion organizational change while ensuring productivity
• Ability to communicate across multiple levels of the organization and influence others in a global environment
• Demonstrated ability to be an escalation point for top customers and to develop a resolution plan for escalated customer issues
• Experience defining and reporting key support metrics to quickly determine process updates and improvements
• Willing to manage and participate in off-hours team responsibilities and coverage

Desired Skills/Competencies

• Knowledge and working understanding of major technology stacks such as:
  o Web and application server technologies
  o Java EE or .NET platform
  o Server-side and Client-side technologies
  o HTTP protocol and the RESTful architectural style
  o Cloud/New Stack technologies such as OpenStack, OpenShift, AWS, Azure, and CloudFoundry
  o Networking, protocols, and architectures such as TCP/IP, HTTP, DNS, SSL, and BGP
• People management experience in a technical support, software development, or technical services organizations; experience guiding technical support teams in multiple locations is a major plus.
• Experience working with cutting edge Software as a Service (SaaS) global technology
• Working knowledge of Application Performance Management (APM) technologies is a plus

Expectations

• Flexible - we are dynamically changing and adapting
• Positive - even in the face of stress and adversity
• Curious -driven by "why" and "what if" and "I wonder what happens..."
• Proactive - not waiting to be told what to do
• Motivated - self-starter who excels in fast-paced, team environments
• Innovative - always learning and contributing to fresh ideas
• Team - willing and able to work with teammates to resolve complex, multi-faceted issues

Management Responsibilities:

• Direct daily management responsibilities for up to ten individual contributors

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.