The world needs perfect software and Dynatrace works with some of the world’s leading brands to deliver this, including Adobe, Samsung, Verizon, Starbucks, Virgin Money, Ford, and Experian. Our Dynatrace ONE team takes the core principles of Agile software development and applies them to delivering amazing customer experience to these and our other 2,000+ customers around the world. We bring together customer success, customer service, and technical consulting disciplines into cross-functional “squads” with a single focus—to make our customers successful.
As a Product Specialist, 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), customized 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 to get they can the most value from them. Since Dynatrace ONE is embedded into our product, you will be the voice of our product as well as provide the voice of the customer to our product management and Dynatrace leadership teams. We would also love you 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 their industries.
This role is based in our Tokyo, Japan office where Dynatrace continues to support and grow one of our fastest growing regions.
- Respond to product inquiries and provide assistance to customers via chat (primary), email, web conference, and phone.
- Assist customers with their deployment, configuration, problem triage, and troubleshooting of Dynatrace’s software intelligence platform.
- Provide customized recommendations and best practices to customers on how to use Dynatrace to monitor the application performance, cloud infrastructure, and digital experience of their critical applications.
- Deliver live demos of Dynatrace’s all-in-one monitoring solution for a wide range of users (technical and non-technical).
- Assist Customer Success Managers and Sales in identifying new expansion and revenue opportunities.
- Use your knowledge and experience to help build our collective knowledge through stand-up meetings, ad-hoc brainstorming, and team enablement sessions.
- Identify, offer solutions, and take initiative to automate or streamline any processes or task that takes away from our first priority—our customers—in order to reduce workload, increasing scale, and provide more value to customers.
- Bachelor’s degree in Computer Science, Information Technology, or related work experience.
- 1+ years of work experience in a customer services team (e.g. technical support, consulting, sales).
- Knowledge of networking, protocols, and architectures such as TCP/IP, HTTP, DNS, SSL, and BGP.
- Familiarity with database design, SQL, and data access practices.
- Exceptional corporate presentation and relationship-building skills.
- Must have exceptional English written and verbal communications skills. Additional language skills preferred with French, Italian, Spanish, Portuguese, and Japanese being preferred.
- Flexible work schedule as you may be required to work non-business hours and weekends.
- Knowledge of one or more web technology stacks such as:
- Web and application server technologies such as Apache, IIS, WebSphere, WebLogic and JBoss
- Server-side technologies such as Java Servlets and PHP
- The HTTP protocol and the RESTful architectural style
- Cloud/New Stack technologies such as OpenStack, OpenShift, AWS, Azure, and CloudFoundry
- Flexible – we are dynamically changing and adapting.
- Positive – even in the face of adversity.
- Proactive – not waiting to be told what to do.
- Motivated – self-starter who excels in fast-paced, team environments.
- Innovative – always learning and contributing to fresh ideas.
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.
Note to Recruiters and Placement Agencies: Dynatrace LLC (Dynatrace) does not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website or to any Dynatrace employee. Dynatrace will not pay fees to any third party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered property of Dynatrace.