Technical Support Manager, Dynatrace
$115-130k
Digital and application performance monitoring
Job no longer available
Digital and application performance monitoring
1001+ employees
Job no longer available
$115-130k
1001+ employees
Company mission
To deliver answers and intelligent automation from data.
Role
Who you are
- Bachelor’s Degree or equivalent experience in Computer Science or similar field
- 5+ years of customer support or equivalent post-sales experience (with 2+ years in a B2B setting), preferably in a technology-oriented, SaaS-related business
- 2-5 years management / leadership experience
Desirable
- Experience working with large, enterprise customers including executive leadership
- Exceptional written and verbal communication skills
- Demonstrable communication strategies for stressful, high-conflict situations
- Excellent relationship building skills, including executive levels
- Excellent presentation skills, including mastery of PowerPoint and public speaking
- Proven experience leading teams or strategic initiatives with quantifiable results
- Results-oriented and driven
- Fosters teamwork and collaboration
- Can provide and incorporate feedback
- Track record of driving innovation
- Management / leadership training or formal education/certification/degree
- Business experience / background / P&L responsibility
- Project management experience
- Agile methodology understanding
What the job involves
- Directly manage a team of Technical Support Engineers (TSEs), including but not limited to hiring, managing performance, communicating expectations, developing individual and team goals, and problem resolution to ensure high employee retention and satisfaction
- Coach and mentor your team of TSEs through a robust training and on-boarding program, foster ongoing enablement and personal development, host team and individual meetings, conduct performance reviews/touchpoints (one-month cadence) against individual and team SMART goals, perform evaluations of customer and ticket interactions, and develop individualized career develop plans
- Maintain a high level of technical competence and product mastery
- Collaborate with other TSMs and the Geo Lead to manage daily operations of the Geo. This includes effective management of: the daily incoming ticket queue, individual TSE backlog, incoming ticket escalations, critical large scale “Red Button” events etc
- Report on, be accountable for, and provide recommendations to improve key performance metrics of your TSE team, including but not limited: ticket closure rates, overall ticket health, customer engagement, effort, and satisfaction, and relative position in various performance “swim lanes” that are defined by ticket load and complexity over time
- Help define and manage initiatives that improve our operational performance
- Collaborate and build strong relationships with other teams (R&D, Customer Success, Product Specialist, Sales, Services, Renewals, and Product Management) to align on key processes, ensure excellent customer experience is being delivered, and ensure that the value and contributions of Dynatrace Support are well understood
- Coordinate with Senior and Principal TSEs, and management, to develop and deliver technical workshops for TSEs on both product- and industry-related technical topics
- Lead key customer engagements
Our take
Dynatrace is a software intelligence platform that provides monitoring and analytics solutions as well as automation capabilities, enabling clients to scale their applications automatically. Designed to help organisations better understand and optimise their cloud operations, it allows them to deliver software at a faster and more secure rate.
Recognised as a leading provider of software intelligence solutions, the Dynatrace platform is utilised by some of the world's leading brands, including 72 of the Fortune 100, to optimise their customer experiences and provide an overall more innovative IT operation.
The company has received numerous awards in recognition for its position within the technology industry. In 2022, Dynatrace won 3 major awards - the best place to work, the best global culture, and the best company outlook, as well as being named a leader in the Gartner Magic Quadrant for APM and Observability for the second year in a row. Dynatrace has a strong reputation in its field for its innovation and customer satisfaction, bolstering its position as a leader and helping further its name within the industry.
Freddie
Company Specialist at Welcome to the Jungle
Insights
9% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jan 2011
$4m
EARLY VC
Aug 2008
$12.9m
SERIES B
Total funding: $24.4m
Company benefits
- Full remote working options to hybrid ones combining home and in-office work
- Career development program supporting you in achieving your career goals
- Unlimited personal time off
- Employee stock purchase plan
- Transportation/commuter stipend
- Medical/dental benefits
- Company matching 401(k) plan for retirement
Company HQ
North Waltham, Waltham, MA
Leadership
Bernd Greifeneder
(Co-Founder & CTO)Previously the CTO and Senior Vice President at ruxit. Also worked as a Chief Technology Officer/Chief Software Architect at Segue Software.
Sok-Kheng Taing
(Co-Founder)Previously worked as the Head of eBusiness at Büro Handel. Now is on the Advisory Board for Fachhochschule Oberösterreich and the Chairwoman of the Supervisory board for Neoom Group.
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