Manager, Technical Support Engineering

Role Overview: As a Manager of Technical Customer Support at Dynatrace, you will lead a team of Technical Support Engineers for both Managed and SaaS platforms. Your primary responsibility will be to resolve customers" technical questions and issues efficiently and in a timely manner. You will play a pivotal role in the Support organization by executing support goals and strategies to ensure outstanding customer experience and satisfaction. Additionally, you will manage team workloads, scheduling, and training with a focus on escalations to meet the needs of customers and the business. Your role involves managing to defined KPIs and SLAs, defining effective processes, and fostering teamwork and collaboration within interdisciplinary teams. Key Responsibilities: - Manage and drive team goals, processes, communication, workforce planning, metrics, and reporting - Ensure high customer satisfaction to support defined business goals - Work closely with other Technical Support Managers and Leadership to create Global Support strategies, processes, and workflows - Collaborate with Support Architect and Dynatrace One Leadership teams to drive excellent Customer Experiences - Lead hiring and retention of technical talent, including routine 1:1s, performance reviews, and career development strategies - Provide coaching, mentoring, and management of staff to develop technical capacity and customer support skills - Interact directly with customers and internal experts to drive, manage, and resolve escalated issues - Collaborate with Product Management, R&D, Services, and DevOps teams to provide critical feedback and leadership - Cultivate a positive environment for team members, both in office and virtually Qualifications Required: - Recommended 3-5+ years of demonstrated leadership in technical customer support - Experience in building lean, automated, and scalable teams and processes - Ability to champion organizational change while ensuring productivity - Strong communication skills across multiple levels of the organization - Ability to be an escalation point for top customers and develop resolution plans for escalated customer issues - Experience in defining and reporting key support metrics for process improvements - Willingness to manage and participate in off-hours team responsibilities and coverage Additional Company Details: Dynatrace is a leader in unified observability and security, offering a culture of excellence with competitive compensation packages. Employees work with major cloud providers and cutting-edge technologies like Davis hypermodal AI to help customers modernize and automate cloud operations. With over 50% of the Fortune 100 as customers, Dynatrace provides opportunities for learning and contributing fresh ideas in a fast-paced, team environment.,