Technical Product Specialist II

Your role at Dynatrace
Are you looking for a fast-paced environment where you can blend your technical curiosity and experience with your passion for helping others (in this case, our customers) succeed in overcoming some of their biggest digital transformation challenges? If so, look no further. We want to talk to you,
The world needs perfect software, and Dynatrace works with some of the world's leading brands to deliver value to some of the largest Enterprise customers. You will be a part of our Customer Success team. Our team adopts the core principles of Agile software development and applies them to delivering a world-class customer experience to these and our other 3,000+ customers around the world. We bring together customer success, customer service, and technical consulting disciplines into cross-functional teams with a single focus-to make our customers successful.
As a Technical Product Specialist II, you will use your product and industry expertise to accelerate product adoption, drive user satisfaction, and provide strategic consulting to our customers. This is done primarily through providing in-product assistance (chat), personalized coaching sessions, and product onboarding. Through these customer engagements, you will have the opportunity to educate our customers about our latest product enhancements and how they can get the most value from them. You will use the experience you've gained to solve more complex issues and have an opportunity to participate in projects and initiatives.
You have the opportunity to join us at local conferences and meet-ups to share how our automated, full-stack, Al-powered monitoring platform is helping our customers lead in their industries. In addition to enabling our customers. You will be able to expand your own knowledge to gain subject matter expertise in an area of technology complementary to our Dynatrace solution.
Job Description:

• Respond to product inquiries and provide assistance to customers via chat (primary), email, web conference, and phone.
• Provide customers "micro consulting" engagements with their deployment, configuration, problem triage, and troubleshooting of Dynatrace's software intelligence platform in order to get the most value and return on their Dynatrace investment
• Enable, coach and mentor our Premium customers on best practices to ensure adoption of the Dynatrace platform.
• Track and document customer touchpoints and engagements.
• Triage, diagnose, and provide solutions to complex configuration issues with Dynatrace solutions
• Perform customer environment health checks of product installation, deployment, configuration, usage, and adoption. Provide recommendations to improve value realization of Dynatrace.
• Identify potential growth and retention opportunities within customer chat conversations and coaching sessions
• Collaborate with other teams (Customer Success, Sales, Services, Technical Support Renewals, and Product Management) to align on key processes and ensure excellent customer experience is being delivered.
• This role expects to be in the office so that you can collaborate and mentor other technical Product Specialists, as well as receive guidance from your leadership.
• Expected to work in different shifts.
• Contribute to projects and initiatives focused on improving key processes

What will help you succeed

• Bachelor's degree in computer science, Information Technology, or related, at least 2-5 years of work experience.
• Knowledge of networking, protocols, and architectures such as TCP/IP, HTTP, DNS, SSL, and BGP.
• Familiarity with database design, SQL, and data access practices.
• Exceptional problem-solving (troubleshooting), relationship-building and presentation skills.
• Excellent written and verbal English communication skills.
• Knowledge of one or more web technology stacks such as

- Web and application server technologies (Apache, IIS, WebSphere, WebLogic, JBoss).
- Server-side technologies such as Java Servlets and PHP.
- Client-side technologies such as HTML, CSS, JavaScript, and Ajax.
- The HTTP protocol and the RESTful architectural style.
- Cloud/New Stack technologies such as OpenStack, OpenShift, Kubernetes, AWS, Azure, and CloudFoundry.
- Service-oriented personality with passion for working with customers (mainly in English)
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 AW/S, 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 AL 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.