Lead Customer Success Engineer

vor 2 Wochen

Linz, Oberösterreich, Österreich Dynatrace Austria GmbH Vollzeit

Why You Will Appreciate Working at Dynatrace

Why You Will Enjoy Being Part of Dynatrace

  • Dynatrace stands at the forefront of unified observability and security.
  • We foster a culture of excellence with competitive remuneration packages aimed at recognizing and rewarding outstanding performance.
  • Our team collaborates with major cloud providers, including AWS, Microsoft, and Google Cloud, along with other leading partners globally to forge strategic alliances.
  • The Dynatrace platform leverages state-of-the-art technologies, including our proprietary Davis hypermodal AI, to assist our clients in modernizing and automating cloud operations, accelerating software delivery securely, and ensuring seamless digital experiences.
  • More than 50% of the Fortune 100 companies rely on Dynatrace as their trusted partner.

About Dynatrace

Dynatrace is dedicated to ensuring software operates flawlessly. Our platform integrates extensive observability and continuous runtime application security with advanced AIOps, delivering insights and intelligent automation derived from data. This empowers innovators to modernize and automate cloud operations, expedite software delivery securely, and guarantee impeccable digital experiences.


Responsibilities
  • Consistently exceed expectations to serve our clients and exemplify our Core Values.
  • Diagnose and resolve complex configuration challenges involving Dynatrace solutions and third-party integrations.
  • Develop strategies for the technical objectives and long-term aspirations of the team.
  • Act as a subject matter expert, providing guidance to ensure successful ongoing usage and adoption of the product, while promoting the expansion of the customer's footprint.
  • Advocate for the customer by understanding their goals and use cases, recommending process enhancements, product adoption, configurations, and additional features to fulfill their needs.
  • Deliver web-based training sessions to user groups to facilitate organizational adoption.
  • Conduct discovery and educational initiatives to uncover opportunities for Dynatrace utilization across various organizational functions and processes.
  • Mentor Customer Success Engineers to enhance their technical expertise and personal development.
  • Serve as a primary technical resource for best practices and informal customer inquiries.
  • Collaborate with customer support as an advocate to ensure prompt resolution of client issues.
  • Engage with product management as the customer representative in discussions regarding the product roadmap.
  • Prepare for and participate in Monthly and Quarterly Business Reviews with clients.
  • Maintain up-to-date functional and technical knowledge of Dynatrace products and services.
  • Assist in documenting best practices for developing and utilizing Dynatrace.
  • Partner with support engineers, product management, and R&D to expedite customer and account team resolutions, while effectively communicating and advocating on behalf of the customer.
  • Provide insights and advice to technical teams to address technical challenges and propose potential workarounds.
  • Help customers and account teams analyze support ticket trends to inform success plans and enablement strategies.
  • Possess a deep understanding of customers' infrastructure, architecture, and business/regulatory requirements to facilitate quicker resolutions.

Qualifications
  • Education: Bachelor's degree in Computer Science, Information Technology, or equivalent professional experience.
  • Experience: A minimum of 4 years in a relevant role.
  • Proven experience working with large enterprise clients, including executive leadership.
  • Demonstrated leadership, mentorship, and organizational skills.
  • A history of exceeding expectations for your team and clients.
  • Ability to manage relationships and discussions with executives (VP/CxO).
  • Exceptional written and verbal communication skills in English and German, along with strong organizational and teamwork abilities, and the capacity to act swiftly and responsibly.
  • Excellent time management skills and the ability to work independently.
  • Proven experience as a Subject Matter Expert (SME) in Dynatrace technologies, methodologies, frameworks, and related third-party technologies.
  • Willingness to learn new technologies and tackle complex technical challenges.
  • Professional Level Dynatrace certification (or obtain certification within six months).
  • Two or more relevant Associate Level certifications (AWS, Azure, Kubernetes, etc.).
  • Strong technical knowledge and experience in the SaaS industry.

Knowledge and experience with one or more of the following technologies related to Dynatrace:

  • Cloud and 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-side technologies such as Java Servlets, PHP, HTML, CSS, JavaScript, and Ajax.
  • Mobile application technologies such as iOS and Android Webkit.
  • DevOps toolchain applications such as Ansible, Jenkins, Chef, Puppet, etc.
  • CMDB/ITSM technologies/platforms such as ServiceNow and BMC.
  • Must be customer service-oriented and value teamwork, collaboration, adaptability, and initiative.
  • Proven success in strategic thinking and tactical execution while maintaining high levels of customer satisfaction and retention in a dynamic environment.

Dynatrace recognizes that potential is defined by more than just qualifications or background. If you are passionate about this role, thrive in a tech environment, and are eager to learn, we encourage you to consider this opportunity.


What We Offer

Compensation and Rewards

For legal reasons, we are required to disclose the minimum salary for this position, which is € per year based on full-time employment (38.5 hours/week).

Flexible Working

We believe in providing a flexible, fulfilling, and trusting work environment that accommodates your current life situation.

Learn more about Life at Dynatrace

The Culture Decoder serves as our guiding principle that shapes our culture, directs us toward our objectives, and enhances the value we create together.

Discover more about our Worldwide Locations

Our 60+ offices are strategically located around the globe, designed to inspire innovation, collaboration, and big ideas.

We are an equal opportunity employer and welcome all applicants. Dynatrace values your diverse background, talents, values, ideas, and expertise. These attributes strengthen our global team.

Additional Information

Dynatrace LLC does not accept unsolicited agency resumes. Please refrain from forwarding unsolicited agency resumes to our website or to any Dynatrace employee. Dynatrace will not pay fees to any third-party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered the property of Dynatrace.

Great Place To Work

Did you know that 93% of Dynatracers believe we are a great place to work?

JBG81_AT

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