Address
Form of workDynatrace provides software intelligence to simplify cloud complexity and accelerate digital transformation. With automatic and intelligent observability at scale, our all-in-one platform delivers precise answers about the performance and security of applications, the underlying infrastructure, and the experience of all users to enable organizations to innovate faster, collaborate more efficiently, and deliver more value with dramatically less effort. That's why many of the world's largest organizations trust Dynatrace to modernize and automate cloud operations, release better software faster, and deliver unrivalled digital experiences.
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 most complex configuration issues with Dynatrace solutions and non-Dynatrace integrations.
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
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
Engaging 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
Partners with support engineers, PM, and R&D to help customers and account teams to speed resolution. They must help, communicate, escalate and advocate on behalf of the customer.
Provides insight, advice, and 'street credibility' with technical teams to understand technical issues and possible workarounds.
Helps customers and account teams to understand support ticket trends/themes to be used to develop success plans, enablement advice, etc.
Has deep understanding of customers' infrastructure, architecture, and business/regulatory requirements to speed up resolution.
Minimum Requirements
Must be fluent in Spanish and English
Bachelor's degree in computer science, Information Technology, or equivalent work experience.
3+ years of experience working with large enterprise customers, including executive leadership
Will be supporting our LATAM based customers
Possible locations: US Eastern Time Zone only, Mexico (Mexico City), Colombia (Bogota), Chile (Santiago de Chile)
Special condition for those outside of the US: No possibility of relocation
Preferred Requirements
Demonstrated ability in leadership, mentorship, and organizational behavior
A track record of going above and beyond for your team and customers
Exceptional corporate presentation and relationship-building skills with technical and non-technical audiences
Must have exceptional English & Spanish written and verbal communications skills, additional languages like Portuguese are a plus, as well as organizational and teamwork skills, and the ability to act fast and responsibly
Impeccable time management skills and an ability to self-direct
Proven excellence in communication (written and verbal skills),
Demonstrated experience being a Subject Matter Expert (SME) for Dynatrace technologies, methodologies, frameworks, and 3rd party technologies related to Dynatrace
Willingness to learn new technologies and resolve complex technical issues
Professional Level Dynatrace certification (or get certification within six months)
Industry-relevant Associate Level certification (AWS, Azure, k8s, ...)
Strong technical understanding and experience in SaaS industry
Familiar with one or more of the following technologies related to Dynatrace:
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 and Android Webkit.
DevOps toolchain applications such as Ansible, Jenkins, Chef, Puppet, etc.
CMDB/ITSM Technologies/platforms such as ServiceNow and BMC
Must be customer service oriented and believe in teamwork, collaboration, adaptability & Initiative.
Demonstrable success in thinking strategically and executing tactically while providing consistent and high customer satisfaction and retention levels in a fast-paced environment.
DOE, annual salary is $100K - $125K plus Health, Dental, Life, STD, LTD, 401k, PTO. Total compensation may vary depending on candidate experience, education and location.
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.
