Senior Customer Success Engineer

vor 4 Wochen

Linz, Österreich Dynatrace Vollzeit

Job Description

Constantly go above and beyond to serve our customers and be a shining, standard-setting example of our Core Values 

Triage, diagnose, and provide solutions to most complex configuration issues with Dynatrace solutions and non-Dynatrace integrations 

Strategize on the overall technical objectives and long-term goals of the team 

Provide advice and guidance as the subject matter expert to ensure successful ongoing usage, adoption of the product, and foster growth of the customer’s footprint 

Be the customer’s advocate by knowing their goals and use cases, then suggesting process improvements, product adoption, configuration, and additional features to meet their requirements 

Provide web-based training to user groups to support organizational adoption 

Undertake discovery and education activities to identify opportunities for Dynatrace usage across organizational functions and processes 

Providing coaching to CSE’s to help them grow in their technical knowledge and personally 

Function as a frontline technical resource for “best practice” and informal customer questions 

Engage with customer support as a customer advocate to ensure speedy resolution of customer issues 

Engage with Product management as the customer advocate on product roadmap discussions 

Participate and prepare for Monthly and Quarterly Business Reviews with customers 

Maintain current functional and technical knowledge of Dynatrace products and services 

Help to document best practices in developing and using Dynatrace 

Partner with support engineers, PM, and R&D to help customers and account teams to speed resolution. Help communicate, escalate and advocate on behalf of the customer

Provide insights, advice, and ‘street credibility’ with technical teams to understand technical issues and possible workarounds 

Help customers and account teams to understand support ticket trends/themes to be used to develop success plans, enablement advice, etc.

Have deep understanding of customers’ infrastructure, architecture, and business/regulatory requirements to speed up resolution 

Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or equivalent work experience

Work experience 4+ years of experience 

Experience working with large enterprise customers, including executive leadership 

Demonstrated ability in leadership, mentorship, and organizational behavior 

A track record of going above and beyond for your team and customers 

Ability to manage executive relationships and discussions (VP/CxO) 

Must have exceptional English written and verbal communications skills, as well as organizational and teamwork skills, and the ability to act fast and responsibly ; German and/or French highly valued

Impeccable time management skills and an ability to self-direct 

Demonstrated experience being a Subject Matter Expert (SME) for Dynatrace technologies, methodologies, frameworks, and 3rd party technologies related to Dynatrace

Willingness to learn new technologies and resolve complex technical issues 

Professional Level Dynatrace certification (or get certification within six months) 

Two or more industry-relevant Associate Level certifications (AWS, Azure, k8s, …) 

Strong technical understanding and experience in SaaS industry 

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

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 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 believe in teamwork, collaboration, adaptability & Initiative Demonstrable success in thinking strategically and executing tactically while providing consistent and high customer satisfaction and retention levels in a fast-paced environment 

Additional Information

Why you will love to be 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.

Compensation and reward

 Due to legal reasons we are obliged to disclose the minimum salary for this position, which is € 56.500 per year based on full-time employment (38.5 h/week). 

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