Lead Customer Success Engineer

Responsibilities and Duties

Coach, Mentor, and provide feedback on an ongoing basis to other CSE’s while providing tactical recommendations
Constantly go above and beyond to serve our customers and be a shining, standard-setting example of our Core Values
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 changes, product adoption, configuration, and additional features to meet their requirements
Function as a frontline technical resource for “best practice” and informal customer questions
Engage and review with customer support as a customer advocate to ensure speedy resolution of customer issues
Engage 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.
What will help you succeed
Education: Bachelor's degree in Computer Science, Information Technology, or equivalent work experience
Work experience 5+ years of experience
Prior leadership experience that is demonstratable
Experience working with large enterprise customers, including executive leadership
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 written and verbal communications skills, additional languages like Spanish or 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
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, REACT 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

Compensation and Rewards
The targeted base pay range for this role is 116K to 145K. When determining your salary, we consider your skills, experience, education, work location and internal equity

Skills Required
Bachelor's degree in Computer Science, Information Technology, or equivalent experience
5+ years of relevant work experience
Prior demonstrable leadership and mentorship experience
Experience working with large enterprise customers and executive stakeholders
Exceptional English written and verbal communication skills
Subject Matter Expert experience with Dynatrace technologies and methodologies
Professional-level Dynatrace certification (or obtain within six months)
Strong technical understanding of SaaS and customer environments
Familiarity with cloud platforms (AWS, Azure, Google Cloud, OpenStack, OpenShift, Cloud Foundry, Kubernetes, SAP)
Familiarity with web and application servers (Apache, IIS, WebSphere, WebLogic, React, JBoss)
Familiarity with server-side technologies (Java Servlets, PHP, HTML, CSS, JavaScript, Ajax)
Familiarity with mobile application technologies (iOS, Android WebKit)
Familiarity with DevOps toolchain (Ansible, Jenkins, Chef, Puppet)
Familiarity with CMDB/ITSM platforms (ServiceNow, BMC)
Impeccable time management, teamwork, customer-service orientation, and ability to self-direct
Industry-relevant associate-level certifications (AWS, Azure, Kubernetes, etc.)
Additional languages (Spanish or Portuguese)