Sr Director, Technical Support

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.