Manager, Technical Support Engineering
Your role at Dynatrace
The Insights team is seeking an experienced Manager to lead a team of technical product experts within the Insights OnDemand services organization. The team provides hands-on Dynatrace product configuration, technical consultation, and guidance to internal Insight Analyst teams and directly to customers through a scalable, ticket-based engagement model.
Our OnDemand model delivers the right expert at the right time, allowing us to scale support from customers beginning their Dynatrace journey to large, complex organizations that require a broader range of product expertise. Engagements are typically short-term and task- or project-based. With deep expertise in Dynatrace and Digital Experience, the team serves as the technical heart of the Insight service for both our customers and internal teams.
As the OnDemand Manager, you will lead the team’s day-to-day operations, coaching, and development while driving high-quality delivery and continuous improvement. You will ensure customers receive timely, accurate support and consistently connect each need with the right expertise. In partnership with OnDemand leadership, you will establish, enable, and execute consistent standards and processes, while collaborating closely with Insights Analyst leadership to deliver seamless, impactful customer experiences.
People Leadership & Development
•Lead and support a team of technical product experts, fostering a culture of collaboration, learning and customer-centricity
•Establish, support and sponsor expert pods within the team to promote specialization and knowledge depth
•Identify skill gaps and provide regular coaching, feedback, and career development opportunities aligned with team members’ goals and areas of specialization
•Promote a growth mindset and encourage experimentation and continuous improvement
Operational Execution and Process
•Manage daily operations of the team, including ticket intake, triage, and delivery
•Optimize processes including ticket prioritization, routing, and escalation
•Identify recurring issues and recommend improvements and corrective actions
•Monitor team performance and capacity, identifying opportunities to improve efficiency and impact
•Ensure consistent, high-quality execution of tasks and adherence to delivery standards and best practices
•Contribute learnings to documentation and knowledge sharing practices
Customer & Stakeholder Engagement
•Serve as a point of escalation for complex tasks or high-impact engagements
•Engage with customers as needed and collaborate with internal teams, including Analyst Leadership, to identify and address service improvement opportunities
•Provide regular analytics and reporting on ticket volumes and trends, common ticket themes, and customer (internal and external) satisfaction to leadership
What will help you succeed
Minimum Requirements:
•Bachelor’s degree in any professional field
•Proven experience leading, managing, and developing teams of technical professionals
•Strong coaching and people development skills, with a passion for growing technical talent
•Experience working in a Customer Success organization with high-value clients
•First-hand experience working with enterprise-level support ticketing tools
•Ability to manage multiple priorities in a fast-paced, dynamic environment
•Excellent communication and collaboration skills across technical and non-technical audiences
•A data-driven mindset with the ability to identify trends and drive improvements
•All Insights team members are expected to travel at least once per year for an annual team meeting
Preferred Requirements:
•Experience working within Insights or OnDemand operations or familiarity with a scalable, ticket-based service delivery model
•Working knowledge of the Dynatrace platform, particularly Digital Experience Management
•Experience using Salesforce to manage intake, workflow, reporting, and operational data quality
•Experience leading process standardization, capacity planning, or continuous improvement initiatives in a technical services environment
Success Indicators:
•High team engagement and retention, with clear development paths and growth opportunities
•Increased expert coverage and skill specialization within the team
•Consistent delivery quality and customer satisfaction across OnDemand engagements, both internally and externally
•Efficient and scalable workflows with minimal friction and high throughput
•Strong collaboration with cross-functional partners and alignment with broader Insight goals
Why you will 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.
- 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 globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals.
- A truly international mindset with Dynatracers from different countries & cultures all over the world, and English as the corporate language that connects us all
- A culture that is being shaped by the diverse personalities, expertise, and backgrounds of our global team.
Compensation and Rewards
The targeted base pay range for this role is $109K to $136K. When determining your salary, we consider your skills, experience, education, work location and internal equity.