We are looking for a customer-focused and technically skilled Technical Support Representative to join our support team. In this role, you will provide exceptional technical assistance to customers by diagnosing, troubleshooting, and resolving hardware, software, and network-related issues. You will serve as the first point of contact for technical inquiries, ensuring timely issue resolution while delivering an outstanding customer experience. The ideal candidate has strong problem-solving skills, excellent communication abilities, and a passion for helping users resolve technical challenges. Key Responsibilities * Respond to customer inquiries via phone, email, live chat, and ticketing systems in a professional and timely manner. * Diagnose, troubleshoot, and resolve hardware, software, networking, and application-related issues. * Guide customers through step-by-step troubleshooting procedures and provide clear technical instructions. * Install, configure, and maintain software applications, operating systems, and peripheral devices. * Escalate complex technical issues to higher-level support teams when necessary while ensuring proper documentation and follow-up. * Record all customer interactions, troubleshooting steps, and issue resolutions within the ticketing system. * Monitor support tickets to ensure service level agreements (SLAs) are consistently met. * Assist customers with account setup, password resets, system access, and security-related requests. * Collaborate with engineering, product, and quality assurance teams to identify recurring issues and improve product performance. * Create and maintain technical documentation, knowledge base articles, and troubleshooting guides. * Educate customers on product features, best practices, and preventive maintenance. * Stay current with new technologies, software updates, and company products to provide accurate technical support. Required Qualifications * High school diploma or equivalent; Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field is preferred. * Previous experience in technical support, IT help desk, customer service, or a related role is preferred. * Strong understanding of Windows, macOS, Microsoft Office, and common business applications. * Basic knowledge of networking concepts, including TCP/IP, DNS, DHCP, VPNs, and Wi-Fi troubleshooting. * Familiarity with ticketing systems such as ServiceNow, Zendesk, Jira Service Management, or Freshdesk. * Excellent verbal, written, and interpersonal communication skills. * Strong analytical and problem-solving abilities. * Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail. Preferred Skills * Experience supporting cloud-based applications such as Microsoft 365 or Google Workspace. * Knowledge of Active Directory, remote desktop tools, and user account administration. * Familiarity with cybersecurity best practices and endpoint security solutions. * Certifications such as CompTIA A+, Network+, Security+, Microsoft Certified, or Google IT Support Professional are a plus. * Ability to work independently and collaboratively within a team environment. * Strong customer service mindset with patience and professionalism. What We Offer * Competitive salary and comprehensive benefits package. * Health, dental, and vision insurance. * Paid time off and company holidays. * Retirement savings plan with employer contributions where applicable. * Paid training, certification assistance, and career development opportunities. * Flexible work arrangements, including remote or hybrid options where applicable. * Collaborative team environment with opportunities for advancement. * The opportunity to work with innovative technology while helping customers succeed.

• Provide customer support across multiple channels, including tickets, chat, email, and online meetings. • Collaborate with L2 support teams to identify and implement effective solutions. • Troubleshoot WhatsApp API-related issues and resolve technical problems. • Guide partners and clients in navigating the WhatsApp Business ecosystem. • Communicate with WhatsApp / Meta representatives. • Work closely with onboarding and commercial teams.

• Supporting sales teams by maintaining accurate pipeline and CRM data • Analyzing sales activity, pipeline trends, and performance metrics to identify opportunities • Conducting account and market research to support business development efforts • Preparing reports, dashboards, and presentations for sales leadership • Coordinating meetings and supporting sales engagement activities • Maintaining Salesforce data integrity and ensuring accurate documentation • Assisting with lead tracking, account management, and opportunity progression • Collaborating with Client Partners, Sales Executives, and Business Development Representatives to support strategic initiatives • Monitoring market activity and competitor trends to provide actionable insights • Supporting process improvements, documentation, and standard operating procedures • Assisting with Business Intelligence reporting and ad hoc analytical requests • Providing operational support that enables the sales organization to achieve business objectives

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 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 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 (Tech support) 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 tech 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 Techncial Support Engineer, 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 - Join direct customer meetings when necessary 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 Cross Functional Team Training and Enablement - Deliver training and enablement sessions to analysts and other team members to educate on skill gaps identified gaps via ticket trends Documentation & Knowledge Management: - Maintain and update internal ticket documentation - Contribute to and enhance the shareable knowledge base 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. Expectation: all Insights team members are expected to travel at least 1 time per year for annual team meetings.