Job Description

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 D1 projects and initiatives.  You have the opportunity to join us at local conferences and meet-ups to share how our automated, full-stack, AI-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 complimentary to our Dynatrace solution. 

RESPONSIBILITIES AND DUTIES

• Enable, coach and mentor our Premium customers on best practices to ensure adoption of the Dynatrace platform.
• Track and document customer touchpoints and engagements.
• 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. 
• 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.
• Mentor other Product specialists. Contribute to projects and initiatives focused on improving key processes
• Chat focused: 40%

Qualifications

• Education: Bachelor’s degree in computer science, Information Technology, or equivalent work experience 
• Work experience: 1-3 Years. 
• Familiar with one or more of the following technologies: 
  • 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/Server-side technologies such as Java Servlets, PHP, HTML, CSS, JavaScript, and Ajax 
  • Mobile application technologies such as iOS, Android Webkit.·

         

• Familiar with networking, protocols, and architectures such as TCP/IP, HTTP, DNS, SSL, and BGP. 
• Familiar with database design, SQL, and data access practices and concepts. 
• Exceptional corporate presentation and relationship-building skills with technical and non-technical audiences. 
• Must have exceptional written and verbal communications skills. 
• Dynatrace Professional Certification (obtained within 180 days if hired externally)
• Pursuing industry level certification
• Willingness to learn new technologies and resolve complex technical issues.

Additional Information

DOE, Salary $63,000 - $97,000, plus Health, Dental, Life, STD, LTD, 401k, PTO

We take our Employer Brand and internal culture seriously. So much so, we are consistently recognized by reputable companies and brands like Business Insider, USA Today and Forbes. This year so far, Dynatrace scored a seat on Comparably’s award lists for Best Company Outlook, Best Company Global Culture, and Best Places to Work in Boston, to name a few. Dynatrace was also honored in the coveted Top Workplaces USA list in 2021. And we’re proud to be recognized on BuiltIn Boston’s 2021 'Best Large Companies to Work For' and 'Best Paying Companies.' We’ve got it made—won’t you join the #DynatraceLife?

All your information will be kept confidential according to EEO guidelines.

#LI-NZ1

We offer competitive compensation, company-sponsored premium benefits, medical, dental, vacation/holidays, company matching 401(k) Plan, etc. Dynatrace is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities, age, sexual orientation, creed, disability status, veteran status, pregnancy, genetic status, or any other characteristic protected by law.  If your disability makes it difficult for you to use this site, please contact recruiting@dynatrace.com. Dynatrace participates in E-Verify, participant information in English and Spanish. Right to work information in English and Spanish. EEO is the Law/EEO is the Law Supplement. To be considered for this position, please upload your resume/CV.

Dynatrace requires all US employees, contractors or guests entering a US office or event to register with the CLEAR app with their vaccination information or self-certify that they have tested negative for Covid-19 within 48 hours prior to arrival.

NOTE TO RECRUITERS AND PLACEMENT AGENCIES: Dynatrace LLC (Dynatrace) does not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website or to any Dynatrace employee. Dynatrace will not pay fees to any third party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered property of Dynatrace.