Technical Support Engineer III (Product Specialist)

Your role at Dynatrace
As a Technical Product Specialist III (or Senior Technical Product Consultant), you'll use your knowledge and experience to evaluate and troubleshoot complex configuration issues with Dynatrace and non Dynatrace technologies. You'll mentor other product specialists and conduct internal training to enable team members to learn various technologies. You'll collaborate with different departments to establish and improve best practices.
You'll 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'll also have the opportunity to expand your knowledge and gain subject matter expertise in a focused technology area.
Responsibilities and Duties
• Collaborate with other teams (Customer Success, Sales, Services, Technical Support, Renewals, and Product Management) to align on key processes and ensure an excellent customer experience is being delivered.
• Mentor other Level 1 and Level 2 Product specialists.
• Key contributor to projects and initiatives focused on improving key processes.
• Establish yourself as a recognized Subject Matter Expert (SME) for non-Dynatrace technologies, methodologies, or frameworks.
• Perform proactive deep dive analysis of product installation, deployment, configuration, and usage and adoption of customer environments. Provide recommendations to improve the value realization of Dynatrace.
• Communicate with customers through a chat platform to enable, coach, and mentor our customers on best practices to ensure adoption of the Dynatrace platform.
• Respond to product inquiries and assist customers via email, web conference, and phone.
• Triage, diagnose, and provide solutions to complex configuration issues with Dynatrace solutions and non-Dynatrace integrations.
• Identify potential growth and retention opportunities within customer chat conversations and coaching sessions.
• Occasional chat coverage as needed
• Occasional weekend and holiday chat coverage to ensure continuity in delivering excellent customer experience
What will help you succeed

• Education: Bachelor's degree in computer science, Information Technology, or equivalent work experience
• Work experience: 3+ Years.
• Familiar with one or more of the following technologies:
• 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
• Server/Server-side technologies such as Java Servlets, PHP, HTML, CSS, JavaScript, and Ajax
• Mobile application technologies such as iOS, Android WebKit.
• DevOps toolchain applications such as Ansible, Jenkins, Chef, Puppet, etc.
• CMDB/ITSM Technologies/platforms such as ServiceNow and BMC
• Familiar with networking, protocols, and architectures such as TCP/IP, HTTP, DNS, SSL, and BGP.
• Familiar with database design, SQL, and data access practices and concepts.
• Exceptional corporate presentation and relationship-building skills with technical and non-technical audiences.
• Must have exceptional written and verbal communication skills in English.
• Associate-level industry certification, complementary to Dynatrace
• Obtain and maintain six relevant industry certifications (5 Dynatrace and one Industry)
• Showing an interest and pursuing becoming a Subject Matter Expert (SME) for non-Dynatrace technologies, methodologies, or frameworks
• Willingness to learn new technologies and resolve complex technical issues.

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.