Client Services Analyst (Hybrid, Denver)

Company Description

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 motivated individuals who enjoy working with customers, think the idea of data analysis is fun and want to grow in their understanding of web and mobile performance. This is not just a job; it is a starting point for a career at Dynatrace.

As a Remote Technical Customer Support, you will work within our Insights Services team, supporting eight to ten named customers.  You won’t be alone but paired with a more senior Analyst, working together to provide outstanding customer service. Your journey will begin with 6 weeks of extensive product training followed by job shadowing as you learn the role.

Each day, you will ensure our products are working for our customers, helping them understand the performance data we collect about their sites and being their go-to person for trainings and configuration. Most of this customer interaction happens over email or Slack.

If you have always wanted to work in technology, Dynatrace could be the right company for you. Responsibilities include:

• 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

This role can reside in the Denver or Detroit regions with a 2-3 day in office requirement.

Qualifications

Minimum Requirements:

• Associate’s Degree in a technology related field is required
• Minimum of 1 year of experience in technology related field
• Must be able to communicate effectively in English, both verbally and in writing

Preferred Requirements:

• Bachelor’s Degree in a technology related field is preferred
• Experience in data driven analysis - excellent at working with, understanding and analyzing data
• Familiarity with JavaScript
• 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

Expectation: all Insights team members are expected to travel at least 1 time per year for annual team meetings.

This role can reside in the Denver or Detroit regions with a 2-3 day in office requirement.

Additional Information

• DOE, annual salary  $65,000 - $79K plus Health, Dental, Life, STD, LTD, 401k, PTO. Total compensation may vary depending on candidate experience, education and location.

• All your information will be kept confidential according to EEO guidelines.

All your information will be kept confidential according to EEO guidelines.

We offer competitive compensation, company-sponsored premium benefits, medical, dental, vacation/holidays, company matching 401(k) Plan, etc. 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.  If your disability makes it difficult fo