Hello Tong Tong! How long have you been at Dynatrace?
I joined Dynatrace in July 2007
What was the career path that led you here?
I was a developer after graduation. After that, I worked in technical support for 4 years at a SCM software develop company, facing clients independently, understanding clients’ requirements, analyzing and solving their problems. My background prepared me for my current role as a Technical Support Engineer.
How has support at Dynatrace changed since you’ve been here?
It has changed a lot. There was no community at that time. There was no self-service channel for the end users, there were no articles, no RFE vote forum, no release or plan documents available to all customers. Their questions were responded to by hot line (phone) and Email Support. Now customers can find frequently asked questions with the answers in the community. Articles and online education videos are available as well.
How do you participate in the Dynatrace Community?
I like to answer customers’ questions in forums, vote on RFEs and send new customers solutions to their questions which can be found in the community.
What products do you support?
Currently I support Dynatrace Synthetic Monitoring production.
What keeps you at Dynatrace?
I am glad to gain web monitoring knowledge, and enjoy answering the customers’ inquires and helping them to identify their issues.
What is your passion outside of work? What do you like to do?
Though I have many interests, travel, bake, swim… photography is what I like the most.
What is your educational background?
Computer Science. I am a computer major graduate with rich experience of software development and technical support.
Why should people participate in the Dynatrace Community?
Customers’ questions can be answered across various teams in Dynatrace. And customers can help each other in the forums and don’t have to rely only on support engineers. Customers can find the same question with the answer in the community by themselves. It can sometimes be quicker than opening a support ticket. They can also post product ideas to the product ideas forums and once the thread gets voted high, the Product Management team will consider implementation in a future release.
Meet more Dynatrace Synthetic Support Engineers.
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