OnDemand Specialist (Remote EMEA wide)

Dynatrace provides software intelligence to simplify cloud complexity and accelerate digital transformation. With automatic and intelligent observability at scale, our all-in-one platform delivers precise answers about the performance and security of applications, the underlying infrastructure, and the experience of all users to enableorganizations to innovate faster, collaborate more efficiently, and deliver more value with dramatically less effort.That’s why many of the world’s largest organizations trust Dynatrace®️ to modernize and automate cloud operations, release better software faster, and deliver unrivalled digital experiences.

Job Description
We are looking for a highly motivated individual who loves to work with web technology, in a fast-paced environment, wants to grow their understanding of Ecommerce and why performance matters. This is not just a job; it is a starting point for a career at Dynatrace.

The OnDemand org is a team of technical product experts. This team delivers hands-on product configuration support within Dynatrace along with technical consultative support and guidance to our internal Insight Analyst teams and directly to customers through a scalable, ticket-based engagement model. The Insight OnDemand model allows us to deliver “the right expert, at the right time” and dynamically scale our support to meet the needs of our smallest customers just getting started with Dynatrace to our largest, most complex customers requiring a wider range of product expertise. OnDemand support is typically short-term and task (or project) based. This team is the technical backbone of the Insight service for our customers and our team,with expertise in both Dynatrace and Digital Experience.

As a Remote OnDemand Specialist, you will be responsible for handling requests from Insights Analysts and Customers and delivering high quality technical resolutions. You will ensure to provide accurate responses to requests or escalate as required to the next tier experts promptly. You will work closely with leadership and your team to identify enablement opportunities for the broader team and gaps in your own skill set.

What You’ll Do:

Technical Support

• Triage incoming tickets and deliver timely, high-quality solutions to both internal delivery teams and directly to customers
• Perform hand-on configuration and implementation of best practices based on communicated customer business goals within the tickets
• Create and manage Synthetic web and mobile measurement scripts
• Analyze day-to-day performance and availability data while providing clear, in-depth, and concise root cause analysis for both customers and internal Analysts
• Provide proactive data analysis and health check for top tier customers
• Responsible for an in-depth, technical understanding of the Dynatrace Digital Experience product (Real User Data, Session Replay, and Synthetic data), as well as Dynatrace Query Language
• Keep up to date with new product features

Technical Customer-Facing Enablement

• Deliver live technical training sessions (Tech Talks) to customers
• Participate in cross-functional enablement for internal teams
• Identify skill gaps through ticket trends bubble up to leadership and participated in targeted training

What You’ll Bring

• Proven experience in technical support or customer success roles
• Strong understanding of Dynatrace products, deep skills in DQL (Dynatrace Query Language) will be a plus
• Experience with performance monitoring, synthetic scripting, and root cause analysis
• Excellent communication and presentation skills
• Ability to work cross-functionally and mentor others
• Strong analytical and problem-solving skills
• Passion for customer success and continuous improvement

Success Indicators

• High customer satisfaction - Positive feedback from internal teams and customers
• Reduction in ticket turnaround time
• Increase in technical quality of resolution
• Increased adoption of best practices and enablement resources
• Growth in personal and team knowledge through documentation and training

Minimum Requirements:

• Associate’s Degree in a technology-related field is required
• Minimum of 2 years of experience in technology-related field

Preferred Requirements:

• Bachelor’s Degree in a technology-related field is preferred
• Experience working with SaaS applications/infrastructure and in the observability or application performance management space
• Has experience working in a technical support/specialist role or organization
• Experience in data-driven analysis - excellent at working with, understanding, and analyzing data
• Familiarity with JavaScript and querying languages like SQL, Splunk Search Processing Language, or Dynatrace Query Language

• Knowledge of web technologies including HTML, JS, CSS, Content Deliver Networks, and Cloud
• Operates with a customer-first focus
• Proven ability to work under pressure; ability to handle multiple conflicting priorities
• Recognizes and understands both personal and team dynamics and relationships, is empathetic to stakeholder concerns, and effectively influences and persuades
• Strong verbal and written communication skills
• Has a passion to learn new technology and deliver successful customer and partner outcomes for stakeholders at all levels
• Knowledge of industry performance metrics and recommended thresholds
• Enjoys critical thinking and problem solving. Demonstrated ability to think outside the box and focus on the bigger picture.

• A one-product software company creating real value for the largest enterprises and millions of end customers globally, striving for a world where software works perfectly
• Working with the latest technologies and at the forefront of innovation in tech on scale, but also in other areas like marketing, design, or research
• Working models that offer you the flexibility you need, ranging from full remote options to hybrid ones combining home and in-office work

• A team that thinks outside the box, welcomes unconventional ideas, and pushes boundaries
• An environment that fosters innovation enables creative collaboration and allows you to grow
• A globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals
• A truly international mindset with Dynatracers from different countries and cultures all over the world and English as the corporate language that connects us all
• A culture that is being shaped by our global team’s diverse personalities, expertise, and backgrounds