Sr Director, Technical Support

Your role at Dynatrace will be as a visionary and execution-focused Senior Director of Technical Support in Bangalore. You will be responsible for building, leading, and scaling the Technical Product Specialist (Tier I / real-time chat) and Technical Support Engineer (Tier II / ticket-based) teams. Your primary objective will be to expand the team to over 100+ professionals within 12 months, ensuring the delivery of world-class 24/7 global support to Dynatrace customers. Collaboration with global support leadership, cross-functional teams, and regional stakeholders is essential to create a high-impact support experience aligned with customers" evolving needs and Dynatraces enterprise software environment. Your key responsibilities will include scaling and leading the India-based technical support organization, establishing a new office, defining and optimizing support workflows, driving a customer-centric strategy, fostering global collaboration, ensuring 24/7 support readiness, hiring and onboarding top-tier technical talent, and driving process maturity through operational maturity programs. To succeed in this role, you should have 12+ years of experience in enterprise software support or technical customer experience roles, with at least 5+ years in senior leadership roles managing global or regional teams. A proven track record of scaling high-performing technical support or product specialist teams in a SaaS or enterprise software environment is required. Strong understanding of cloud-native platforms, observability, or enterprise application performance management (APM) is highly preferred. Experience in leading both real-time and asynchronous support channels, strategic thinking, cross-functional collaboration, and communication skills are essential. Dynatrace is a leader in unified observability and security, striving to create value for the largest enterprises and millions of end customers globally. Working at Dynatrace will expose you to the latest technologies and innovation in tech on scale, working with leading cloud providers and partners worldwide. The Dynatrace platform utilizes cutting-edge technologies, including their own Davis hypermodal AI, to help customers modernize and automate cloud operations and deliver flawless digital experiences. With over 50% of the Fortune 100 companies as current customers, Dynatrace offers a dynamic and impactful work environment. For more information, please review the Dynatrace privacy policy: [Dynatrace Privacy Policy](https://www.dynatrace.com/company/trust-center/policies/recruitment-privacy-notice),