Senior Technical Support Specialist

3 weeks ago

Mumbai, Maharashtra, India Dynatrace Full time

Job Overview

The Sr. Support Analyst will provide technical support across our business applications for multiple workstreams in the Asia-Pacific region. This customer-centric role will assist users, primarily in Salesforce, with any issues that arise in processing a high volume of CPQ and account transactions.

This role must possess sufficient application and business knowledge to triage issues with applications other than Salesforce. As a member of the Run team, this individual will seek opportunities to make systems/processes more efficient, reduce manual work, and enable data-driven decisions.

Key Responsibilities

  • Support global Salesforce/CPQ application(s) across Sales, Marketing, Finance, Services, and other organizations by resolving production support tickets, addressing logged issues, managing users, and coordinating escalations as necessary.
  • Maintain techno-functional knowledge capable of supporting multiple Salesforce workstreams, including Lead to Opportunity, Quote to Contract, Subscription, CPQ Billing, and Renewals.
  • Identify areas throughout processes and solution where automation can be implemented.
  • Support and triage critical issues for other business applications, including SAP-SuccessFactors, NetSuite, Varicent, ZenDesk, Totango, Monday, Asana, SmartRecruiters, and more.
  • Create and manage all aspects of users' application security; profiles, roles, permissions, and sharing rules.
  • Prepare and execute manual data migrations as requested.
  • Update and document knowledge base articles and system process flows as required.
  • Work closely and effectively with business stakeholders and other run-team members to ensure application performance and end-user satisfaction.

Requirements

  • At least 5 years of experience as a Salesforce support agent or analyst in a large organization.
  • Must have CPQ experience.
  • Salesforce Administrator credentials.
  • Possess an understanding of commercial sales processes; demand generation, lead, opportunity, CPQ, contract, sales order, and billing management.
  • Comfortable working independently while coordinating with other support resources across the globe.
  • Experience with automation of processes and solutions.
  • Experience with consumption/usage/subscription models a plus.
  • Strong organizational and communication skills.
  • Experience with ITIL/ITSM processes, SDLC best practices, ticketing systems including Freshworks, and Jira.
  • Experience with data tools like Data Loader and Demand Tools is preferred.
  • Prior experience with business additional applications: NetSuite, Varicent, Totango, ZenDesk, SuccessFactors, SmartRecruiters, and Boomi is a plus.
  • Excellent ability to work across the organization with users at various levels of application proficiency.
  • Passion to work within a fast-paced, high-energy, high-tech environment.
  • Bachelor's Degree in Computer Engineering, Business Administration, or Information Systems preferred.

About Dynatrace

  • Dynatrace is a leader in unified observability and security.
  • We provide a culture of excellence with competitive compensation packages designed to recognize and reward performance.
  • Our employees work with the largest cloud providers, including AWS, Microsoft, and Google Cloud, and other leading partners worldwide to create strategic alliances.
  • The Dynatrace platform uses cutting-edge technologies, including our own Davis hypermodal AI, to help our customers modernize and automate cloud operations, deliver software faster and more securely, and enable flawless digital experiences.
  • Over 50% of the Fortune 100 companies are current customers of Dynatrace.

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