Support Engagement Manager

• Dynatrace is a leader in unified observability and security.
• We provide a culture of excellence with competitive compensation packages designed to recognize and reward performance.
• Our employees work with the largest cloud providers, including AWS, Microsoft, and Google Cloud, and other leading partners worldwide to create strategic alliances.
• The Dynatrace platform uses cutting-edge technologies, including our own Davis hypermodal AI, to help our customers modernize and automate cloud operations, deliver software faster and more securely, and enable flawless digital experiences.
• Over 50% of the Fortune 100 companies are current customers of Dynatrace.

Your role at Dynatrace

The Support Engagement Manager is responsible for assigned key accounts, ensuring technical support needs are met efficiently and effectively. This role involves coordinating support activities for key customers, managing customer and account team expectations, and driving customer satisfaction. Working closely with the Customer Success team is essential to provide a world-class customer experience.

Key Responsibilities

• Oversee the delivery of technical support services to ensure timely and effective resolution of key customer issues.
• Coordinate with internal support teams to prioritize and manage support tickets from assigned key customers.
• Address and resolve escalated assigned customer issues or complaints, maintaining a high level of customer trust and satisfaction
• Be the owner of the assigned key customer escalations and work with stakeholders ( Support, Customer Success, R&D) resolution
• Conduct post-mortem reviews on escalations to determine opportunities for improvement or prevention
• Monitor assigned key customer satisfaction levels and implement strategies to improve the customer experience.
• Gather and analyze assigned key customer feedback to identify areas for improvement in support services.
• Develop and maintain strong relationships with assigned key customer stakeholders.
• Serve as the primary point of contact for the high-value customer account team, ensuring their support needs are addressed promptly.

What will help you succeed

• Bachelor's degree in information technology, Business Administration, or a related field (Master's degree preferred).
• 5+ years of experiencein customer support, incident management, escalation management, or a related field, with a track record of leading complex incident resolution efforts.
• Strong understanding of IT systems, infrastructure, and operations.
• Excellent problem-solving, analytical, and decision-making skills.
• Effective communication and interpersonal skills, with the ability to manage stakeholder expectations and coordinate across teams.
• Experience with incident management tools and frameworks (e.g., ITIL, NIST).

Preferred Qualifications

• Certifications in incident management or related areas (e.g., ITIL, CISSP).
• Experience in a similar role within a large, complex organization.
• Familiarity with regulatory requirements and compliance standards relevant to the industry.

Full-time position and may require travel.

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