Senior Customer Success Engineer - Barcelona, España - dynaTrace software GmbH

Descripción

• Constantly go above and beyond to serve our customers and be a shining, standard-setting example of our Core Values
• Triage, diagnose, and provide solutions to most complex configuration issues with Dynatrace solutions and non-Dynatrace integrations
• Strategize on the overall technical objectives and long-term goals of the team
• 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
• Providing coaching to CSE's to help them grow in their technical knowledge and personally
• 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
• 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
• Partner with support engineers, PM, and R&D to help customers and account teams to speed resolution. Help communicate, escalate and advocate on behalf of the customer
• Provide insights, advice, and 'street credibility' with technical teams to understand technical issues and possible workarounds
• Help customers and account teams to understand support ticket trends/themes to be used to develop success plans, enablement advice, etc.
• Have deep understanding of customers' infrastructure, architecture, and business/regulatory requirements to speed up resolution