Customer Success Engineer, French Speaking

December 3

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Dynatrace

WebsiteLinkedInAll Job Openings

APM • DevOps • Full Stack • SaaS • Artificial Intelligence

1001 - 5000 employees

Founded 2005

☁️ SaaS

🔒 Cybersecurity

🤖 Artificial Intelligence

💰 $4M Venture Round on 2011-01

Description

• 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.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or equivalent work experience • 4+ years of experience • 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 • Ability to manage executive relationships and discussions (VP/CxO) • Must have exceptional English and French written and verbal communications skills, 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) • Two or more industry-relevant Associate Level certifications (AWS, Azure, k8s, …) • Strong technical understanding and experience in SaaS industry • Knowledge and experience 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, 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