Technical Team Lead

As a Product Specialist Team Lead, you are recognized as an expert in technology and a thought leader
We seek a natural team leader capable of managing our Product Specialist team's day-to-day interactions and processes In this role, your main priority is to coach and mentor your team members, providing insight into daily responsibilities, real-time assistance, and handling any concerns, escalations, or topics that may arise on our Customer Experience platform You will be responsible for contributing to the success and productivity of the Product Specialist team andwill lead by example,

 

Responsibilities And Duties

Manage a team of new Technical Product Specialists, 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,

Train, continually coach & educate your Product Specialists to ensure the highest standards for our customer experience are achieved and maintained, Provide hands-on guidance to your team in our Customer Experience platform and in developing strategies to accelerate the Product Specialist knowledge base
Be the initial escalation point for Product Specialist questions and escalations, and work with the management team on an ideal resolution strategy,

Ability to work various 24x7 shifts as required to support your team members, Monitor the quality of our customer conversations and provide coaching on product & customer interaction to the team
Monitor conversation health (including customer experience KPIs, queue management, and manual assignment) of our Customer Experience platform Work with the product specialist team to schedule and maintain availability on said Customer Experience solution

Collaborate with other teams (Customer Success, Professional Services, Technical Support, Insights) to align on key processes, ensure excellent customer experience is being delivered, and the value of Dynatrace ONE
Report on, be accountable for, and provide monthly/quarterly trends in operational excellence KPIs to improve key performance metrics, including but not limited to: response time, customer satisfaction, coaching session feedback, and account health research in your region,

Work closely with other Product Specialist Team Leads and leadership to plan and execute structured education on subjects and initiatives, Be the initial escalation point for Product Specialist questions and escalations, and work with the leadership team on an ideal resolution strategy, Triage, diagnose, and provide solutions to most complex configuration issues with Dynatrace solutions and non-Dynatrace integrations,

 

Qualifications and Skills

Education: Bachelor's degree in Computer Science, Information Technology, or equivalent work experience 3+ years of customer success or equivalent post-sales experience 1+ years management/leadership experience Demonstrated ability in leadership, mentorship, and organizational behavior Exceptional corporate presentation and relationship-building skills with technical and non-technical audiences Familiar with one or more Customer Experience platforms utilized for conversations and real-time troubleshooting Impeccable time management skills and an ability to self-direct Proven excellence in communication (written and verbal skills), organizational, and teamwork skills, and the ability to act fast and responsibly Demonstrated experience being a Subject Matter Expert (SME) for Dynatrace technologies, methodologies, or frameworks Willingness to learn new technologies and resolve complex technical issues Professional Level Dynatrace certification or on track to achieve the certification within the first 6 months Strong technical understanding and experience in SaaS products Familiar with one or more of the following technologies: 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 and JBoss Server/Server-side technologies such as Java Servlets, PHP, HTML, CSS, JavaScript, and Ajax Mobile application technologies such as iOS, Android Webkit, DevOps toolchain applications such as Ansible, Jenkins, Chef, Puppet etc CMDB/ITSM Technologies/platforms such as ServiceNow and BM