Technical Support Engineer R0000594

We are a global team of innovators and pioneers dedicated to shaping the future of observability. At New Relic we build an intelligent platform that empowers companies to thrive in an AI-first world by giving them unparalleled insight into their complex systems. As we continue to expand our global footprint were looking for passionate people to join our mission. If youre ready to help the worlds best companies optimize their digital applications we invite you to explore a career with us!

Role Definition & Impact
As a Technical Support Engineer you will own the customer post-incident experience by
troubleshooting technical issues across either our Front-End Products (Mobile Browser
Synthetics Synthetics Job Manager) OR our Application Performance Management (APM)
Products ( Python Ruby agents).

Core Expectations
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.

First-Year Goals
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.
Must-Have Requirements
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: PHP or
Python.
Analytical Mindset: Honed troubleshooting skills with the ability to get creative when
the answer isnt obvious.
Collaboration: Proven experience collaborating across teams or subject areas to solve
technical puzzles.

Nice-to-Have Requirements
A good understanding of Linux-based web hosting and Linux environments (services
permissions and file manipulation).
Knowledge of programming or supporting customers in Ruby 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.
Core Behaviors & Values
Behaviors: Collaboration communication growth mindset customer focus and active
knowledge sharing.
Our Values: Bold Passionate Authentic Connected Accountable and Cross-cultural
awareness.

Please note that visa sponsorship is not available for this position.

Fostering a diverse welcoming and inclusive environment is important to us. We work hard to make everyone feel comfortable bringing their best most authentic selves to work every day. We celebrate our talented Relics different backgrounds and abilities and recognize the different paths they took to reach us including nontraditional ones. Their experiences and perspectives inspire us to make our products and company the best they can be. Were looking for people who feel connected to our mission and values not just candidates who check off all the boxes.

If you require a reasonable accommodation to complete any part of the application or recruiting process please reach out to .

We believe in empowering all Relics to achieve professional and business success through a flexible workforce model. This model allows us to work in a variety of workplaces that best support our success including fully office-based fully remote or hybrid.

Our hiring process

In compliance with applicable law all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification. Note: Our stewardship of the data of thousands of customers means that a criminal background check is required to join New Relic.

We will consider qualified applicants with arrest and conviction records based on individual circumstances and in accordance with applicable law including but not limited to theSan Francisco Fair Chance Ordinance.

Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. New Relic does not accept unsolicited headhunter and agency resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with New Relic.

New Relic develops and distributes encryption software and technology that complies with U.S. export controls and licensing requirements. Certain New Relic roles require candidates to pass an export compliance assessment as a condition of employment in any global location. If relevant we will provide more information later in the application process.

Candidates are evaluated based on qualifications regardless of race religion ethnicity national origin sex sexual orientation gender expression or identity age disability neurodiversity veteran or marital status political viewpoint or other legally protected characteristics.

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