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Customer Success Application Administrator

The Business Systems organization at Dynatrace is responsible for Sales, Finance, HR, and Customer Experience SaaS apps, Application Integrations and Business Intelligence. This close-knit team of Business Relationship Managers, Developers, Architects and Administrators collaborate to design and build scalable solutions that support Dynatrace’s strategic objectives and improve productivity for our Customer Success stakeholders.

Your role at Dynatrace

The Application Administrator will make complex systems easy to understand and customizable to serve a multitude of customer needs.  They will research, design, and build custom solutions for the Business Systems organizations. This role specifically focuses on our Customer Success applications. Primary applications are Zendesk and Totango.

The Application Administrator will deliver enterprise grade software and experience some of the challenges presented working at a global scale, working on both existing and new product features.  As one of the shared owners of the solution they will use standard methodologies to develop a high-quality solution with corresponding test coverage, while focusing on ensuring reliability and stability.  The administrator will be a critical participant in all phases of the software lifecycle including discovery, technical design, defining scope, prototyping, implementing, testing, rollout, and maintaining performance of critical features of all support products.

Responsibilities:

  • Design workflows, processes, and configurations of Zendesk’s Customer Support Application and Totango’s Customer Success Application while adhering to strict security guidelines.

  • Work across organizations with Customer Experience Operations, Global Technical Support, and Application Management Services to understand and solution business requirements

  • In alignment with SDLC processes, identify, recommend, and deliver value-add solutions across the customer success platform

  • Improve tools that expand efficiency and enhance the Customer Success Team’s ability to demonstrate platform solutions.

  • Provide thought leadership on Zendesk and Totango developments and the ability to identify innovations / new capabilities.

  • Leverage product understanding & roadmap to determine which capabilities should be implemented.

  • Maintains professional and technical knowledge by tracking emerging trends / new functionality within Zendesk releases.

  • Communicate recommendations and strategic plans for improving/maintaining consumer impacting KPIs.

  • Partner with integrations and business intelligence teams to provide end-to-end solutions

  • Participate in agile application development process, sprint planning, user story creation, story estimation, solution and technical documentation, release planning and post release validation.

  • Insure all deliverables follow strict governance; quality, security, and compliance.

What will help you succeed

  • Bachelor's Degree in Computer Science, Data Science, Business engineering or a related discipline

  • 4-5 years technical experience with customer success apps preferably Zendesk.

  • Highly motivated and driven engineer who is willing to learn and take on new challenges and develop scalable and resilient systems that expand our business capabilities and help deliver the best experience to our customers.

  • Have a strong passion for understanding sophisticated systems, debugging problems, and pushing solutions to production.

  • Ability to work with partners and internal resources to break down requirements, stories, and projects while providing realistic estimates and take a methodical approach to problem solving, with a strong ownership of code and quality focus.

  • Passionate full-stack developer with a heightened focus on agile, customer-first, and cloud-native application design to deliver robust applications efficiently.

  • Able to work without being given well-defined project requirements.

  • Experience in a fast paced, high growth & dynamic environment.

  • Strong communication and problem-solving skills with an ability to deliver on time and work with minimal direction.

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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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