Dynatrace Denver , CO 80208
Posted 3 days ago
Company Description
Dynatrace is changing the rules of software intelligence, so we're looking for game-changing people. Big thinkers and doers that constantly push to the next level. Joining Dynatrace means being part of the team that has gone way beyond Application Performance Management and is defining Software Intelligence for the Enterprise Cloud and delivering on Cloud Done Right. Redefining an industry is hard work, and it takes focused, dedicated team players. Come get in the game.
Job Description
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
Qualifications
Basic Qualifications:
Preferred Qualifications:
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
Additional Information
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 careers@dynatrace.com. 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.
Dynatrace