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- Tasks: Provide technical support and configuration for Dynatrace products in a fast-paced environment.
- Company: Join Dynatrace, a leader in software intelligence and digital transformation.
- Benefits: Flexible remote work options, innovative culture, and opportunities for personal growth.
- Other info: Collaborate with a diverse international team and embrace creative problem-solving.
- Why this job: Kickstart your tech career while making a real impact on customer success.
- Qualifications: Experience in technical support and a passion for web technology.
The predicted salary is between 40000 - 50000 ÂŁ per year.
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.
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
- Triage incoming tickets and deliver timely, high‑quality solutions to both internal delivery teams and directly to customers
- Perform hands‑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 participate 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 Delivery 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.
Why You’ll Love Being a Dynatracer
- 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 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
Technical OnDemand Specialist (Remote EMEA wide) employer: Dynatrace
Contact Detail:
Dynatrace Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical OnDemand Specialist (Remote EMEA wide)
✨Tip Number 1
Network like a pro! Reach out to current Dynatrace employees on LinkedIn, join relevant tech groups, and engage in discussions. This can give us insights into the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by diving deep into Dynatrace's products. Familiarise yourself with their features and how they solve customer problems. We want to show that we’re not just interested in the role but also passionate about what Dynatrace does.
✨Tip Number 3
Practice your technical skills! Since this role involves hands-on configuration and troubleshooting, brush up on your Dynatrace knowledge and DQL. We can even set up mock scenarios to simulate real-world problems.
✨Tip Number 4
Don’t forget to showcase your soft skills! Communication and problem-solving are key in this role. During interviews, share examples of how you’ve successfully helped customers or resolved conflicts in the past. Let’s make sure they see our customer-first focus!
We think you need these skills to ace Technical OnDemand Specialist (Remote EMEA wide)
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Technical OnDemand Specialist role. Highlight your experience with web technology, performance monitoring, and any relevant Dynatrace skills. We want to see how you fit into our fast-paced environment!
Show Off Your Technical Skills: Don’t hold back on showcasing your technical expertise! Mention your familiarity with Dynatrace products, DQL, and any hands-on experience you've had with configuration and implementation. This is your chance to shine!
Be Clear and Concise: When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to read. We appreciate a well-structured application that gets straight to the good stuff!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join the Dynatrace team!
How to prepare for a job interview at Dynatrace
✨Know Your Dynatrace Inside Out
Before the interview, make sure you have a solid understanding of Dynatrace products and their functionalities. Familiarise yourself with the Digital Experience product, DQL, and how they relate to performance monitoring. This will not only help you answer technical questions but also show your genuine interest in the role.
✨Showcase Your Problem-Solving Skills
Prepare to discuss specific examples where you've successfully resolved technical issues or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will demonstrate your analytical skills and ability to think critically under pressure, which is crucial for a Technical OnDemand Specialist.
✨Practice Your Communication Skills
As this role involves customer-facing interactions, practice explaining complex technical concepts in simple terms. You might be asked to conduct a mock Tech Talk during the interview, so being clear and concise will be key. Remember, effective communication can set you apart from other candidates.
✨Be Ready to Discuss Continuous Improvement
Dynatrace values a culture of learning and growth. Be prepared to talk about how you've identified skill gaps in yourself or your team and what steps you've taken to address them. This shows that you're proactive and committed to personal and professional development, aligning perfectly with the company's ethos.