Your role at Dynatrace
* 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 TAMs 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.
What will help you succeed
Education :
* Bachelor's degree in Computer Science, Information Technology, or equivalent work experience.
* 4+ years of work 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).
* Exceptional English and Italian written and verbal communications skills, as well as organizational and teamwork skills, and the ability to act fast and responsibly.
* 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-side technologies such as Java Servlets, PHP, HTML, CSS, JavaScript, and Ajax.
* Mobile application technologies such as iOS and Android.
* Web 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.
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.
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