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Company DescriptionDynatrace 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. We enable organizations 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 unrivaled digital experiences.Dynatracers come from different countries and cultures all over the world, speaking various languages. English is the one that connects us (55+ nationalities). As a Technical Product Specialist II, you will use your product and industry expertise to accelerate product adoption, drive user satisfaction, and provide strategic consulting to our customers. This is done primarily through providing in-product assistance (chat), personalized coaching sessions, and product onboarding. Through these customer engagements, you will have the opportunity to educate our customers about our latest product enhancements and how they can get the most value from them.You will use the experience you've gained to solve more complex issues and have an opportunity to participate in D1 projects and initiatives.You have the opportunity to join us at local conferences and meet-ups to share how our automated, full-stack, AI-powered monitoring platform is helping our customers lead in their industries. In addition to enabling our customers.You will be able to expand your own knowledge to gain subject matter expertise in an area of technology complementary to our Dynatrace solution.Job DescriptionRespond 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 Chat focused: 40% QualificationsWork experience: 1-3 Years.Familiar with one or more of the following technologies:Cloud/new stack technologies such as OpenStack, OpenShift, AWS, Azure, Google Cloud, Cloud Foundry, Kubernetes, SAP, etc.Web and application server technologies such as Apache, IIS, WebSphere, WebLogic and JBossServer/Server-side technologies such as Java Servlets, PHP, HTML, CSS, JavaScript, and AjaxMobile application technologies such as iOS, Android Webkit.Familiar with networking, protocols, and architectures such as TCP/IP, HTTP, DNS, SSL, and BGP.Familiar with database design, SQL, and data access practices and concepts.Exceptional corporate presentation and relationship-building skills with technical and non-technical audiences.Excellent written and verbal communications skills, in English + any other EMEAlanguages highly valuedDynatrace Professional Certification (obtained within 180 days if hired externally) Pursuing industry level certification Willingness to learn new technologies and resolve complex technical issues. SummaryType: Full-timeFunction: Customer ServiceExperience level: AssociateIndustry: Computer Software