Job Responsibilities Constantly go above and beyond to serve our customers and be a shining, standard-setting example of our Core Values.
Triage, diagnose, and provide solutions to the most complex configuration issues with Dynatrace solutions and non-Dynatrace integrations.
Strategize on the overall technical objectives and long-term goals of the team.
Provide advice and guidance as the subject matter expert to ensure successful ongoing usage, adoption of the product, and foster growth of the customer's footprint.
Be the customer's advocate by knowing their goals and use cases, then suggesting process improvements, product adoption, configuration, and additional features to meet their requirements.
Provide web-based training to user groups to support organizational adoption.
Undertake discovery and education activities to identify opportunities for Dynatrace usage across organizational functions and processes.
Provide coaching to CSE's to help them grow in their technical knowledge and personally.
Function as a frontline technical resource for "best practice" and informal customer questions.
Engage with customer support as a customer advocate to ensure speedy resolution of customer issues.
Engage with Product management as the customer advocate on product roadmap discussions.
Participate and prepare for Monthly and Quarterly Business Reviews with customers.
Maintain current functional and technical knowledge of Dynatrace products and services.
Help to document best practices in developing and using Dynatrace.
Partner with support engineers, PM, and R&D to help customers and account teams to speed resolution.
Help communicate, escalate, and advocate on behalf of the customer.
Provide insights, advice, and 'street credibility' with technical teams to understand technical issues and possible workarounds.
Help customers and account teams to understand support ticket trends/themes to be used to develop success plans, enablement advice, etc.
Have a deep understanding of customers' infrastructure, architecture, and business/regulatory requirements to speed up resolution.
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