Walk-In For Technical Product Specialist

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, , 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 product knowledge. Must be willing to

learn new technologies, languages, platforms, Operating Systems and product features as well as

willingly share knowledge with others. Participation will increase from consumption to contribution

to ownership/leadership" as seniority increases from Level 2 to 4

• Attend daily/weekly stand-ups and staff meetings to review case load, trending issues, discuss problems

and processes, and ensure continuous improvement of the team's goals. Participation will increase from

"consumption" to "contribution" to "ownership/leadership" as seniority increases from Level 2 to 4

• Potential to participate in an on-call rotation to assist the team in providing 24x7 customer support

Requirements:

• Inherent and proven problem-solving nature, with an engaged, self-motivated, can-do attitude. Strong

analytical thinking with a structured and detailed approach to problem-solving

• Comfortable with small group technical customer contact via phone, email, chat or video conferencing

applications

• Speaking or "whiteboard" understanding of either the Java EE or .NET platform and how it works, and a

self-directed willingness to learn about other platform and "new stack" technologies such as mobile,

PHP, , Docker, etc. to a similar level

• Clear understanding of highly distributed applications and how they "hang together" and communicate,

from the browser or mobile app, through the cloud, CDNs, and third-parties, into the data center, and

through to the back end (and back)

• Ability to participate in discussions around technical concepts such as object-oriented fundamentals,

web application infrastructure, memory management and GC, threading, frameworks, exception

handling, messaging, etc.

• Experience with a scripting language/platform, and use of APIs to access or update information

• Knowledge of one or more web technology stacks such as:

• Web and application server technologies such as Apache, IIS, WebSphere, WebLogic and JBoss

• Server-side technologies such as Java Servlets and PHP

• Client-side technologies such as HTML, CSS, JavaScript, and Ajax

• The HTTP protocol and the RESTful architectural style

• Cloud/New Stack technologies such as OpenStack, OpenShift, AWS, Azure, and CloudFoundry

• Knowledge of networking, protocols, and architectures such as TCP/IP, HTTP, DNS, SSL, and BGP, and

diagnostic tools such as Wireshark, HTTPWatch and Fiddler

• High technical comfort creating and maintaining personal testing platforms via virtual machines

(Windows and Linux guest OSes) with products such VMWare Workstation, Parallels, or VirtualBox, or

cloud-based instances such as AWS or Azure

• Experience with usage and mid-level administration of operating systems Windows and Linux. Must be

comfortable with command-line interactions on each platform

• Must have excellent written and verbal English communication skills with the ability to work

productively with both technical and non-technical people

• Demonstrate competence in the Dynatrace platform by becoming at least Dynatrace Associate Certified

within six months of joining the team

• Travel is not a normal job requirement, but there are periodic training sessions that may require

international travel. It is also not out of the question that a PTSE could travel to a customer in extreme

circumstances