Technical Customer Support

**Your role at Dynatrace**:
We are looking for a highly motivated individual who loves to work with web technology, in a fast-paced environment, wants to grow their understanding of Ecommerce and why performance matters. This is not just a job; it is a starting point for a career at Dynatrace.

**What You’ll Do**

Technical Support
- Triage incoming tickets and deliver timely, high-quality solutions to both internal delivery teams and directly to customers
- Perform hand-on configuration and implementation of best practices based on communicated customer business goals within the tickets
- Create and manage Synthetic web and mobile measurement scripts
- Analyze day-to-day performance and availability data while providing clear, in-depth, and concise root cause analysis for both customers and internal Analysts
- Provide proactive data analysis and health check for top tier customers
- Responsible for an in-depth, technical understanding of the Dynatrace Digital Experience product (Real User Data, Session Replay, and Synthetic data), as well as Dynatrace Query Language
- Keep up to date with new product features
- Join direct customer meetings when necessary

Technical Customer-Facing Enablement
- Deliver live technical training sessions (Tech Talks) to customers
- Participate in cross-functional enablement for internal teams
- Identify skill gaps through ticket trends bubble up to leadership and participated in targeted training

Cross Functional Team Training and Enablement
- Deliver training and enablement sessions to analysts and other team members to educate on skill gaps identified gaps via ticket trends

Documentation & Knowledge Management
- Maintain and update internal ticket documentation
- Contribute to and enhance the shareable knowledge base

**What You’ll Bring**
- Proven experience in technical support or customer success roles
- Strong understanding of Dynatrace products, deep skills in DQL (Dynatrace Query Language) will be a plus
- Experience with performance monitoring, synthetic scripting, and root cause analysis
- Excellent communication and presentation skills
- Ability to work cross-functionally and mentor others
- Strong analytical and problem-solving skills
- Passion for customer success and continuous improvement

**Success Indicators**
- High customer satisfaction - Positive feedback from internal teams and customers
- Reduction in ticket turnaround time
- Increase in technical quality of resolution
- Increased adoption of best practices and enablement resources
- Growth in personal and team knowledge through documentation and training

**What will help you succeed**:
**Minimum Requirements**:

- Associate’s Degree in a technology-related field is required
- Minimum of 2 years of experience in technology-related field

**Preferred Requirements**:

- Bachelor’s Degree in a technology-related field is preferred
- Has experience working in a technical support/specialist role or organization
- Experience in data-driven analysis - excellent at working with, understanding, and analyzing data
- Familiarity with JavaScript and querying languages like SQL, Splunk Search Processing Language, or Dynatrace Query Language
- Knowledge of web technologies including HTML, JS, CSS, Content Deliver Networks, and Cloud
- Operates with a customer-first focus
- Proven ability to work under pressure; ability to handle multiple conflicting priorities
- Recognizes and understands both personal and team dynamics and relationships, is empathetic to stakeholder concerns, and effectively influences and persuades
- Strong verbal and written communication skills
- Has a passion to learn new technology and deliver successful customer and partner outcomes for stakeholders at all levels
- Knowledge of industry performance metrics and recommended thresholds
- Enjoys critical thinking and problem solving. Demonstrated ability to think outside the box and focus on the bigger picture.

**Why you will love being a Dynatracer**:

- 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.
- A team that thinks outside the box, welcomes unconventional ideas, and pushes boundaries.
- An environment that fosters innovation, enables creative collaboration, and allows you to grow.
- A globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals.
- A truly international mindset with Dynatracers from different countries & cultures all over the world, and English as the corporate language that connects us all
- A culture that is being shaped by the diverse personalities, expertise, and backgrounds of our global team.

All your information will be kept confidential ac