Job Description & Scope
Job description As a Specialist Engineer , you will be part of our Global Customer Support team. You will use your product, troubleshooting, and people skills to work directly with our customers, resolving technical issues and problems that occur while using the Dynatrace platform. Our customers represent some of the worlds largest companies, and the production applications you will be working on can easily represent millions of dollars per day of revenue. You will drive the assessment and triaging of issues and work efficiently to develop resolutions or interim solutions. You should be comfortable with focused, heads-down analysis of complex technical problems as well as with the interruptions that occur naturally in an operational support environment. For example, you may find yourself assisting other internal teams as they answer questions and provide assistance to customers in real-time (Chat) or via tickets. Some of the issues that you work on will need escalation into R&D. In those cases, you will document information gathered and progress made to date, and then work closely with R&D towards the final resolution. You will regularly and routinely interact with customer personnel at various technical and managerial levels for information gathering, troubleshooting, configuration, status updates, and final remediation. Job Location: Bangalore (Work from office - 5 days - Rotational shifts including night shifts ) Responsibilities: • Recognize and solve isolated problems as reported by customers related to our SaaS and Managed products, and their interactions with diverse customer technology ecosystems. Analyze more complex or distributed problems with guidance • Work directly and comfortably with customer application specialists to troubleshoot and resolve platform or product issues via online chat, phone, video conference tool or submitted ticket. Able to communicate localized technical approaches and tradeoffs effectively with small groups including customer middle management personnel with senior backup • Perform in-depth troubleshooting of Internet related issues utilizing industry standard tools and methodologies such as Wireshark, MTR, DIG, etc. in combination with understanding of third party CDN / DNS Proxy services. Will progress from localized single-tool data interpretation, to broader in-tool pattern recognition, to complex cross-tool data correlation as seniority increases from Level 2 to 4 • Perform in-depth event, logfile, and dump analysis during the troubleshooting process, using industry as well as internal or product-related tools. Will progress from localized single-tool data interpretation, to broader in-tool pattern recognition, to complex cross-tool data correlation as seniority increases from Level 2 to 4 • Take ownership of multiple tickets/chats and work independently to efficiently manage a dynamic ticket workload. Will progress from getting to giving coaching assistance as seniority increases from Level 2 to 4. Complexity of tickets will also increase progressively as seniority increases • Document and provide additional technical details when escalating issues to R&D for assistance in resolving platform or product bugs. Manage ongoing interactions with R&D to keep on track • Maintain a spoken and basic hands-on familiarity with the latest major technologies used by our customers, such as Big Data solutions (Cassandra or Mongo DB), Java, .Net, Node.js, PHP, Docker, cloud environments (AWS, Microsoft Azure, OpenShift) and elastic microservices • Maintain strict operational discipline to meet administrative and contractual requirements. Examples include monitoring expiring SLAs, proper prioritization of tickets, providing timely, efficient, and clear customer communication to meet and maintain our response requirements, time tracking, etc. • While engaging directly with customers, provide a confident and calming approach to ensure our customers will be well supported and their issues will be resolved • Eagerly participate in training to advance technical skills and produc
