Technical Support Manager

Job Description
Directly manage a team of Technical Support Engineers (TSEs), including but not limited to hiring, managing performance, communicating expectations, developing individual and team goals, and problem resolution to ensure high employee retention and satisfaction
- Coach and mentor your team of TSEs through a robust training and on-boarding program, foster ongoing enablement and personal development, host team and individual meetings, conduct performance reviews/touchpoints (one-month cadence) against individual and team SMART goals, perform evaluations of customer and ticket interactions, and develop individualized career develop plans
- Maintain a high level of technical competence and product mastery
- Collaborate with other TSMs and the Geo Lead to manage daily operations of the Geo. This includes effective management of:
the daily incoming ticket queue, individual TSE backlog, incoming ticket escalations, critical large scale “Red Button” events etc.
- Report on, be accountable for, and provide recommendations to improve key performance metrics of your TSE team, including but not limited:
ticket closure rates, overall ticket health, customer engagement, effort, and satisfaction, and relative position in various performance “swim lanes” that are defined by ticket load and complexity over time
- Help define and manage initiatives that improve our operational performance
- Collaborate and build strong relationships with other teams (R&
D, Customer Success, Product Specialist, Sales, Services, Renewals, and Product Management) to align on key processes, ensure excellent customer experience is being delivered, and ensure that the value and contributions of Dynatrace Support are well understood
- Coordinate with Senior and Principal TSEs, and management, to develop and deliver technical workshops for TSEs on both product- and industry-related technical topics
- Lead key customer engagements