Location: Detroit,MI, USA
Company DescriptionDynatrace exists to make the world's software work perfectly. Our unified software intelligence platform combines broad and deep observability and continuous runtime application security with the most advanced AIOps to provide answers and intelligent automation from data at an enormous scale. This enables innovators to modernize and automate cloud operations, deliver software faster and more securely, and ensure flawless digital experiences. That is why the world's largest organizations trust Dynatrace® to accelerate digital transformation.We're an equal opportunity employer and embrace all applicants. Dynatrace wants YOU—your diverse background, talents, values, ideas, and expertise. These qualities are what make our global team stronger and more seasoned. We're fueled by the diversity of our talented employees.Job DescriptionDirectly 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 satisfactionCoach 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 plansMaintain a high level of technical competence and product masteryCollaborate 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, large scale Critical Incident 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 timeHelp define and manage initiatives that improve our operational performanceCollaborate 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 understoodCoordinate with Senior and Principal TSEs, and management, to develop and deliver technical workshops for TSEs on both product- and industry-related technical topicsLead key customer engagementsQualificationsMinimum Requirements:Bachelor's Degree or equivalent experience in Computer Science or similar field5+ years of customer support or equivalent post-sales experience (with 2+ years in a B2B setting), preferably in a technology-oriented, SaaS-related business.2 + years management / leadership experiencePreferred Requirements:Experience working with large, enterprise customers including executive leadershipExceptional written and verbal communication skillsDemonstrable communication strategies for stressful, high-conflict situationsExcellent relationship building skills, including executive levelsExcellent presentation skills, including mastery of PowerPoint and public speakingProven experience leading teams or strategic initiatives with quantifiable resultsResults-oriented and drivenFosters teamwork and collaborationCan provide and incorporate feedbackTrack record of driving innovationManagement / leadership training or formal education/certification/degreeBusiness experience / background / P&L responsibilityProject management experienceAgile methodology understandingAdditional InformationDOE, annual salary of $95K - $115K plus Health, Dental, Life, STD, LTD, 401k, PTO. Total compensation may vary depending on candidate experience, education and location.www.dynatrace.comAll 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 ...@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 . 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