Technical Customer Support

hace 4 semanas

Barcelona, España Dynatrace A tiempo completo

Job Description

We are looking for motivated individuals who enjoy working with customers, think the idea of data analysis is fun and want to grow in their understanding of web and mobile performance. This is not just a job; it is a starting point for a career at Dynatrace.

As a Remote Technical Customer Support, you will work within our Insights Services team, supporting eight to ten named customers. You won’t be alone but paired with a more senior Analyst, working together to provide outstanding customer service. Your journey will begin with 6 weeks of extensive product training followed by job shadowing as you learn the role.

Each day, you will ensure our products are working for our customers, helping them understand the performance data we collect about their sites and being their go-to person for trainings and configuration. Most of this customer interaction happens over email or Slack.

If you have always wanted to work in technology, Dynatrace could be the right company for you. Responsibilities include:

Work closely with an internal Analyst to provide support and training for the Digital Experience product line for your clientsAssist in configuration and implementation of best practices and maintain a customer’s Dynatrace environment based on communicated customer business goalsResponsible for an in depth, technical understanding of the Dynatrace Digital Experience product (Real User Data, Session Replay and Synthetic data)Create and manage web and mobile measurements scriptsAnalyze day to day performance and availability data while providing clear, in-depth, and concise root cause analysis for both customers and internal AnalystsProactively identify issues, escalating to appropriate team members as needed and communicating progress

Qualifications

Minimum Requirements:

Associate’s Degree in a technology related field is requiredMinimum of 1 year of experience in technology related field

Preferred Requirements:

Bachelor’s Degree in a technology related field is preferredExperience in data driven analysis - excellent at working with, understanding and analyzing dataFamiliarity with JavaScriptOperates with a customer first focusProven ability to work under pressure; ability to handle multiple conflicting prioritiesRecognizes and understands both personal and team dynamics and relationships, is empathetic to stakeholder concerns and effectively influences and persuadesStrong verbal and written communication skillsHas a passion to learn new technology and deliver successful customer and partner outcomes for stakeholders at all levelsKnowledge of industry performance metrics and recommended thresholds

Expectation: all Insights team members are expected to travel at least 1 time per year for annual team meetings.

Additional Information

*** This can be a remote role but if the business requires travel for customer work shops or meetigns this will be needed***

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