Dynatrace
Senior Customer Success Engineer- Spanish Bilingual (Remote)
Waltham, MA | $97K - $153K
Responsibilities
- 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
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