Remote OnDemand Tech Support Engineering Manager

Dynatrace; United States; Remote; USD 109,000 - 136,000; Full time

Job summary

Dynatrace is seeking an experienced Manager of Technical Support Engineering to lead a team within the Insights OnDemand services group. The role focuses on coaching, delivering high-quality technical guidance, and scaling support for enterprise customers through ticket-based engagements.

You will shape standards and processes, partner with analyst leadership, and drive continuous improvement while ensuring timely, accurate customer outcomes. Global travel may be required.

Qualifications

• Bachelor's degree required.
• Proven experience leading, managing, and developing teams of technical professionals.
• Strong coaching and people development skills, with a passion for growing technical talent.
• Experience in a Customer Success organization with high-value clients.
• Experience with enterprise-level support ticketing tools.
• Ability to manage multiple priorities in a fast-paced, dynamic environment.
• Excellent communication and collaboration skills across technical and non-technical audiences.
• Willingness to travel at least once per year for an annual team meeting.

Responsibilities

• Lead and support a team of technical product experts, fostering collaboration and customer-centricity.
• Establish expert pods to promote specialization and knowledge depth.
• Coach and develop team members with regular feedback and career opportunities.
• Manage daily operations including ticket intake, triage, and delivery; optimize routing and escalation.

Skills

Leadership

People development

Coaching

Communication

Data-driven

Collaboration

Project management

Education

Bachelor's degree

Tools

Salesforce

Job description

Dynatrace is seeking an experienced Manager of Technical Support Engineering to lead a team within the Insights OnDemand services group. The role focuses on coaching, delivering high-quality technical guidance, and scaling support for enterprise customers through ticket-based engagements.

You will shape standards and processes, partner with analyst leadership, and drive continuous improvement while ensuring timely, accurate customer outcomes. Global travel may be required.