Dynatrace

Sr Director, Technical Support

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Bengaluru, Karnataka

Hybrid

Artificial Intelligence • Big Data • Cloud • Information Technology • Software • Big Data Analytics • Automation

Dynatrace delivers answers and intelligent automation from data.

The Role

Your role at Dynatrace
We are seeking a visionary and execution-focused Senior Director of Technical Support to build, lead, and scale our Technical Product Specialist (Tier I / real-time chat) and Technical Support Engineer (Tier II / ticket-based) teams in Bangalore. This role will be instrumental in expanding our footprint to over 100+ professionals within 12 months, while ensuring the team delivers world-class 24/7 global support to Dynatrace customers. This leader will work closely with global support leadership, cross-functional teams, and regional stakeholders to create a high-impact support experience that aligns to our customers' evolving technical needs and Dynatrace's enterprise software environment.
Responsibilities:

Scale & Lead: Grow the India-based technical support organization from ~35 to 100+ professionals within 12 months, developing both strategic direction and operational execution.
Lead the establishment of a new office, playing a pivotal role in shaping and fostering a positive, inclusive, and high-performance organizational culture, while coaching, mentoring, and developing a team of junior managers and technical experts to create a performance-driven, inclusive, and customer-obsessed environment.
Operational Excellence: Define and optimize support workflows, metrics, and KPIs across chat and ticket channels to drive speed, resolution quality, and customer satisfaction.
Customer-Centric Strategy: Champion the voice of the customer, ensuring that our support engagements lead to meaningful product value realization, reduced time to resolution, and improved customer retention.
Global Collaboration: Partner with global peers and internal stakeholders across Customer Success, Product, Engineering, and R&D to ensure alignment and knowledge-sharing.
24/7 Support Readiness: Implement effective staffing, shift coverage, and escalation management to provide seamless global coverage.
Hiring & Onboarding: Partner with Talent Acquisition to attract and onboard top-tier technical talent in the region.
Process Maturity: Drive operational maturity, knowledge management, and enablement programs to support team development and technical depth

What will help you succeed
Qualifications:

12+ years in enterprise software support or technical customer experience roles, with at least 5+ years in senior leadership roles managing global or regional teams.
Proven track record of scaling high-performing technical support or product specialist teams in a SaaS or enterprise software environment.
Strong understanding of cloud-native platforms, observability, or enterprise application performance management (APM) is highly preferred.
Experience leading both real-time and asynchronous support channels (e.g., chat, ticketing, phone/escalations).
Strategic thinker with the ability to translate vision into execution in fast-paced, high-growth environments.
Strong cross-functional collaboration and communication skills.
Demonstrated ability to lead distributed, global teams with empathy, clarity, and decisiveness.

Why you will love being a Dynatracer

Dynatrace is a leader in unified observability and security.
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.
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.

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The Company

HQ: Boston, MA

5,200 Employees

Year Founded: 2005

What We Do

Dynatrace lets customers understand their business like never before, so they can see beyond the complexity, find and fix problems faster and automate manual tasks with Al — so they can focus on what truly matters: running their business.

Why Work With Us

In a world that runs on software, our Al-driven insights cut through the noise, allowing you to focus on what truly matters by automating manual tasks and resolving issues with pinpoint accuracy. Our culture, fueled by curiosity, openness, and authenticity, drives our pursuit of innovation and excellence in crafting the Dynatrace platform.