Technical Support Engineer - 0881
New Relic · Posted Oct 12
Cloud-based application performance monitoring, telemetry analytics, and intelligent observability services
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About the role
New Relic is a global team building an intelligent observability platform that gives companies insight into their complex systems in an AI-first world. The Technical Support Engineer role owns the customer post-incident experience, troubleshooting technical issues across either Front-End Products (Mobile, Browser, Synthetics, Synthetics Job Manager) or Application Performance Management (APM) Products (Java, .NET, Python, Node.js, Ruby agents). The role involves resolving installation, configuration, and data exploration requests and working with software engineering and product teams on advanced customer issues.
What you will do
- Complex Problem Solving: Collaborate across teams to assist in solving complex technical customer problems across our product suite.
- Customer Advocacy: Support New Relic customers by resolving various installation, configuration, and data exploration requests while displaying genuine empathy.
- Cross-Functional Collaboration: Work closely with our software engineering teams to resolve advanced customer issues and act as an advocate to our Product Organization by providing feedback on feature requests and bugs.
- Continuous Learning: Advance your skills through additional training and exposure to other features, languages, and capabilities of our products.
- Master the Stack: Learn how to collaborate within the team and leverage knowledge resources to effectively troubleshoot and solve customer installation, configuration, and data exploration requests.
- Drive Operational Excellence: Partner closely with your direct manager to maintain healthy Support KPIs, including Productivity, Time to Resolution (TTR), SLA adherence, and CSAT.
Skills used in this role
What the employer is looking for
- Customer Delight: A genuine passion for helping customers, even those who are having a challenging day.
- Front-End Knowledge: Solid understanding of front-end web development and the ability to confidently navigate JavaScript OR Language Expertise: Strong troubleshooting skills in one or more of the following languages: Java, .NET, PHP, or Python.
- Analytical Mindset: Honed troubleshooting skills with the ability to get creative when the answer isn't obvious.
- Collaboration: Proven experience collaborating across teams or subject areas to solve technical puzzles.
- Behaviors: Collaboration, communication, growth mindset, customer focus, and active knowledge sharing.
Preferred qualifications
- A good understanding of Linux-based web hosting and Linux environments (services, permissions, and file manipulation).
- Knowledge of programming or supporting customers in Ruby, Node.js, GoLang, or similar languages.
- Experience working as a Technical Support Engineer within Enterprise or SaaS companies.
- Prior hands-on experience using New Relic products.
- Basic level of hands-on coding experience.
Benefits and support
- Compensation and benefits are detailed in the job posting
About New Relic
New Relic is an intelligent observability company that provides a cloud-based platform for monitoring, debugging, and optimizing software applications and infrastructure. Its platform helps developers, engineers, and enterprise leaders track real-time telemetry data to reduce system downtime and accelerate incident resolution. Formerly a publicly traded company, New Relic was acquired by private equity firms Francisco Partners and TPG in late 2023.
- Industry
- SaaS
- Company size
- 2500-5000 employees
- Founded
- 2008
- Location
- San Francisco, California, USA
- Funding stage
- Private Equity-Backed
Funding
Private Equity-Backed · $6.88B raised
- 2023-11-09Private Equity Buyout$6.5B
Leadership
Chief Executive Officer
Chief Financial Officer
Chief Revenue Officer
Chief Product Officer
Chief Marketing Officer
Recent coverage
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