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Technical Support Manager

Your role at Dynatrace

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 

What will help you succeed

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 
•    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 

Why you will love being a Dynatracer

  • DOE, annual salary is $115K - $145K  plus Health, Dental, Life, STD, LTD, 401k, PTO. Total compensation may vary depending on candidate experience, education and location.

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About Dynatrace

Dynatrace exists to make the world’s software work perfectly. Our unified software intelligence platform combines broad and deep observability and continuous runtime application security with the most advanced AIOps to provide answers and intelligent automation from data at an enormous scale. This enables innovators to modernize and automate cloud operations, deliver software faster and more securely, and ensure flawless digital experiences. That is why the world’s largest organizations trust Dynatrace® to accelerate digital transformation.

We're an equal opportunity employer and embrace all applicants. Dynatrace wants YOU—your diverse background, talents, values, ideas, and expertise. These qualities are what make our global team stronger and more seasoned. We're fueled by the diversity of our talented employees.

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