Dynatrace is looking to hire a Technical Product Specialist III to evaluate and troubleshoot complex configuration issues with Dynatrace and non-Dynatrace technologies, mentor other product specialists, and conduct internal training to enable team members to learn various technologies. The role also involves collaborating with different departments to establish and improve best practices and sharing how Dynatrace's platform helps customers lead in their industries.
Requirements
- Familiar with one or more of the following technologies:
- 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, Android WebKit.
- DevOps toolchain applications such as Ansible, Jenkins, Chef, Puppet, etc.
- CMDB/ITSM Technologies/platforms such as ServiceNow and BMC
- Familiar with networking, protocols, and architectures such as TCP/IP, HTTP, DNS, SSL, and BGP.
- Familiar with database design, SQL, and data access practices and concepts.
- Associate-level industry certification, complementary to Dynatrace
- Obtain and maintain six relevant industry certifications (5 Dynatrace and one Industry)
- Showing an interest and pursuing becoming a Subject Matter Expert (SME) for non-Dynatrace technologies, methodologies, or frameworks
- Willingness to learn new technologies and resolve complex technical issues.
Responsibilities
- Evaluate and troubleshoot complex configuration issues with Dynatrace and non Dynatrace technologies.
- Mentor other product specialists and conduct internal training to enable team members to learn various technologies.
- Perform proactive deep dive analysis of product installation, deployment, configuration, and usage and adoption of customer environments.
- Provide recommendations to improve the value realization of Dynatrace.
- Communicate with customers through a chat platform to enable, coach, and mentor our customers on best practices to ensure adoption of the Dynatrace platform.
- Respond to product inquiries and assist customers via email, web conference, and phone.
- Triage, diagnose, and provide solutions to complex configuration issues with Dynatrace solutions and non-Dynatrace integrations.
Other
- Collaborate with other teams (Customer Success, Sales, Services, Technical Support, Renewals, and Product Management) to align on key processes and ensure an excellent customer experience is being delivered.
- Mentor other Level 1 and Level 2 Product specialists.
- Key contributor to projects and initiatives focused on improving key processes.
- Establish yourself as a recognized Subject Matter Expert (SME) for non-Dynatrace technologies, methodologies, or frameworks.
- Identify potential growth and retention opportunities within customer chat conversations and coaching sessions.
- Education: Bachelor’s degree in computer science, Information Technology, or equivalent work experience
- Work experience: 3+ Years.
- Exceptional corporate presentation and relationship-building skills with technical and non-technical audiences.
- Must have exceptional written and verbal communication skills in English.
