Customer Experience Specialist

2 weeks ago

Waltham, Massachusetts, United States Dynatrace Full time
Job Title: Customer Experience Specialist

At Dynatrace, we're on a mission to make software work perfectly. Our platform combines broad and deep observability and continuous runtime application security with advanced AIOps to provide answers and intelligent automation from data. This enables innovators to modernize and automate cloud operations, deliver software faster and more securely, and ensure flawless digital experiences.

About the Role

We're seeking a motivated individual who enjoys working with customers, thinks data analysis is fun, and wants to grow in their understanding of web and mobile performance. As a Remote Technical Customer Support Specialist, you'll work within our Insights Services team, supporting eight to ten named customers. You'll be paired with a more senior Analyst, working together to provide outstanding customer service.

Responsibilities
  • Work closely with an internal Analyst to provide support and training for the Digital Experience product line for your clients
  • Assist in configuration and implementation of best practices and maintain a customer's Dynatrace environment based on communicated customer business goals
  • Responsible for an in-depth, technical understanding of the Dynatrace Digital Experience product (Real User Data, Session Replay, and Synthetic data)
  • Create and manage web and mobile measurements 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
  • Proactively identify issues, escalating to appropriate team members as needed and communicating progress
Qualifications
  • Associate's Degree in a technology-related field is required
  • Minimum of 1 year of experience in a technology-related field
  • Preferred Requirements: Bachelor's Degree in a technology-related field, experience in data-driven analysis, familiarity with JavaScript
What We Offer

We offer competitive compensation, company-sponsored premium benefits, medical, dental, vacation/holidays, company matching 401(k) Plan, and more. Dynatrace is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities, age, sexual orientation, creed, disability status, veteran status, pregnancy, genetic status, or any other characteristic protected by law.

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