Summary
Overview
Work History
Education
Skills
Timeline
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Steven Lane

Sydney,NSW

Summary

Results-driven technical professional with 7.5 years of experience spanning sales development, technical consulting, and customer success in the Observability space. Proven ability to bridge the gap between business needs and technical solutions, with deep expertise in observability, AIOps, and cloud-native technologies. Skilled in solution selling, stakeholder engagement, and technical enablement across a broad range of industries including government, finance, and enterprise IT. Adept at delivering product demonstrations, driving adoption, and collaborating cross-functionally to support growth, retention, and expansion.

Overview

16
16
years of professional experience

Work History

Senior Customer Success Engineer

Dynatrace
Sydney, NSW
11.2023 - Current
  • Partnered closely with enterprise customers across government, financial services, utilities, and retail sectors to maximize business value from the Dynatrace platform
  • Acted as a trusted technical advisor, bridging the gap between customer goals and platform capabilities to ensure solution alignment and long-term success
  • Led post-sales onboarding, solution implementation, and strategic enablement to ensure rapid time-to-value and ongoing adoption
  • Worked cross-functionally with sales and solution engineering teams to support account growth, identify upsell opportunities, and assist with renewals through consultative engagement
  • Facilitated technical discussions, presented tailored solution roadmaps, and delivered enablement workshops to key stakeholders, often in executive or multi-disciplinary audiences
  • Diagnosed and resolved complex technical challenges while continuously promoting best practices in observability, AIOps, cloud-native architectures, and DevSecOps
  • Contributed to strategic account planning and expansion by surfacing new use cases and helping customers realize additional ROI from their investment

Senior Technical Product Consultant

Dynatrace
07.2021 - 11.2023
  • Delivered technical consultation and product expertise to enterprise customers, enabling effective adoption of Dynatrace
  • Conducted technical discovery sessions, workshops, and demos to align solutions with customer needs
  • Translated complex concepts into clear, actionable guidance for diverse audiences
  • Created documentation and enablement content leveraged by Customer Success teams across the globe
  • Provided strategic feedback to product and engineering teams to influence roadmap decisions
  • Developed deep knowledge of observability, AIOps, and cloud-native technologies to effectively support complex enterprise environments

Product Specialist (Level 1 and 2)

Dynatrace
04.2019 - 07.2021
  • Provided real-time support via in-product chat; consistently ranked in the global top 5 for CSAT
  • Acted as the dedicated product specialist for key accounts, offering tailored technical support
  • Developed deep platform expertise to deliver proactive customer guidance and best practice recommendations
  • Identified and addressed adoption barriers, improving product usage and satisfaction

Business Development Representative

Dynatrace
01.2018 - 03.2019
  • Prospected and qualified new business opportunities across key verticals including government, finance, and enterprise technology
  • Engaged with C-level and technical stakeholders to understand business challenges and position Dynatrace as a strategic solution
  • Collaborated closely with account executives and solution engineers to support pipeline growth and deal progression
  • Conducted outbound campaigns, discovery calls, and early-stage qualification to drive top-of-funnel activity
  • Developed a strong foundation in the software sales lifecycle, consultative selling, and enterprise customer engagement

Administrative Assistant

Evan Mitchell Carpet Laying
Central Coast, NSW
11.2013 - 11.2016
  • Managed scheduling and coordination of carpet installation appointments for residential and commercial clients
  • Handled incoming calls, emails, and customer inquiries, providing prompt and professional support
  • Maintained accurate records of orders, invoices, and inventory using internal systems
  • Assisted with quoting, job documentation, and liaising between installers, suppliers, and customers

Customer Service Representative

Cyber Xcape
Gosford, NSW
03.2009 - 11.2010
  • Assisted customers with computer access, printing, scanning, and basic troubleshooting
  • Provided friendly and efficient front-desk service, ensuring a positive customer experience
  • Maintained cleanliness and organization of workstations and common areas

Education

Bachelor of Information Technology -

University of Newcastle
Newcastle, NSW
01-2018

Bachelor of Business Administration And Management -

University of Newcastle
Newcastle, NSW
01-2018

Skills

  • Technical consultation
  • Solution implementation
  • Customer onboarding
  • Complex problem solving
  • Observability best practices
  • Product documentation
  • Communication & Presentation
  • Pipeline Development & Lead Nurturing
  • Cross-Functional Collaboration
  • Pre- & Post-Sales Support

Timeline

Senior Customer Success Engineer

Dynatrace
11.2023 - Current

Senior Technical Product Consultant

Dynatrace
07.2021 - 11.2023

Product Specialist (Level 1 and 2)

Dynatrace
04.2019 - 07.2021

Business Development Representative

Dynatrace
01.2018 - 03.2019

Administrative Assistant

Evan Mitchell Carpet Laying
11.2013 - 11.2016

Customer Service Representative

Cyber Xcape
03.2009 - 11.2010

Bachelor of Information Technology -

University of Newcastle

Bachelor of Business Administration And Management -

University of Newcastle

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Steven Lane