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, large scale "Critical Incident" 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
Minimum Requirements:
- 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 + years management / leadership experience
Preferred Requirements:
- 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
DOE, annual salary of $95K - $115K plus Health, Dental, Life, STD, LTD, 401k, PTO. Total compensation may vary depending on candidate experience, education and location.
www.dynatrace.com
All your information will be kept confidential according to EEO guidelines.
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 [email protected]. 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.
