Job Description
**Your role at Dynatrace**
As a Platform Support Engineer (PSE) Manager, you will lead a high‑performing team responsible for delivering exceptional real‑time chat and case support experiences. You will drive operational excellence, elevate communication and quality standards, and partner closely with global teams across Support, Customer Success, Product, Engineering, Insights, and Enablement.
This role requires strong technical depth, demonstrated people leadership, mastery of support operations, and the ability to execute in a fast‑paced, data‑driven environment at scale.
**Responsibilities & Duties:**
**Team Leadership & People Management**
· Lead, coach, and develop a team of Platform Support Engineers, including hiring, onboarding, capability building, and performance management.
· Define clear expectations aligned with KPIs such as MTFR, TTR, CSAT, Quality Index, shi...
As a Platform Support Engineer (PSE) Manager, you will lead a high‑performing team responsible for delivering exceptional real‑time chat and case support experiences. You will drive operational excellence, elevate communication and quality standards, and partner closely with global teams across Support, Customer Success, Product, Engineering, Insights, and Enablement.
This role requires strong technical depth, demonstrated people leadership, mastery of support operations, and the ability to execute in a fast‑paced, data‑driven environment at scale.
**Responsibilities & Duties:**
**Team Leadership & People Management**
· Lead, coach, and develop a team of Platform Support Engineers, including hiring, onboarding, capability building, and performance management.
· Define clear expectations aligned with KPIs such as MTFR, TTR, CSAT, Quality Index, shi...
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