Job Description

• Respond to product inquiries and provide assistance to customers via chat (primary), email, web conference, and phone. 

• Provide customers “micro consulting” engagements with their deployment, configuration, problem triage, and troubleshooting of Dynatrace’s software intelligence platform in order to get the most value and return on their Dynatrace investment.   

• Enable, coach and mentor our Premium customers on best practices to ensure adoption of the Dynatrace platform.  

• Track and document customer touchpoints and engagements. 

• Triage, diagnose, and provide solutions to complex configuration issues with Dynatrace solutions.  

• Perform customer environment health checks of product installation, deployment, configuration, usage, and adoption. Provide recommendations to improve value realization of Dynatrace. 

• Identify potential growth and retention opportunities within customer chat conversations and coaching sessions 

• Collaborate with other teams (Customer Success, Sales, Services, Technical Support, Renewals, and Product Management) to align on key processes and ensure excellent customer experience is being delivered. 

• Mentor other Product specialists. Contribute to projects and initiatives focused on improving key processes

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related work experience.
• Knowledge of networking, protocols, and architectures such as TCP/IP, HTTP, DNS, SSL, and BGP.
• Familiarity with database design, SQL, and data access practices.
• Exceptional corporate presentation and relationship-building skills.
• Excellent English + Arabic, written and spoken

Knowledge of one or more web technology stacks such as

• Web and application server technologies (Apache, IIS, WebSphere, WebLogic,JBoss)
• Server-side technologies such as Java Servlets and PHP
• Client-side technologies such as HTML, CSS, JavaScript, and Ajax
• The HTTP protocol and the RESTful architectural style
• Cloud/New Stack technologies such as OpenStack, OpenShift, AWS, Azure, and CloudFoundry
• Service-oriented personality with passion for working with customers (mainly in English)
• Hands-on Teamplayer and proactive (wo)man of action