Lead Technical Support Engineer (PST)

Your opportunity

As a New Relic Lead Technical Support Engineer you are a cornerstone of our customers success and a key driver of our support teams excellence. You will leverage deep product knowledge particularly in Application Performance Monitoring (APM) to resolve our customers most complex and novel technical challenges. We are deeply committed to fostering an environment of continuous learning collaboration and customer empathy empowering you to not only solve intricate problems but also to guide and develop the skills of your fellow engineers.

This role is pivotal in shaping the daily operations of our Support Engineering team ensuring high-quality timely responses and modeling best-in-class service. You will be a communications linchpin working across shifts and with cross-functional teams to champion customer needs and drive improvements. If you are passionate about technology dedicated to customer and team success and eager to thrive in a dynamic inclusive environment this is your opportunity to make a significant impact.

What youll do

• Lead key aspects of the daily operations for a team of Support Engineers ensuring adherence to quality standards and timely customer response.
• Assess your teams knowledge skills and abilities; identify knowledge/skill gaps and facilitate both short-term and long-term up-leveling activities providing regular feedback to team members and contributing valuable input to management regarding team performance and development needs.
• Mentor coach and pair with team members to foster mutual growth and share your expertise acting as a role model for New Relics values and a growth mindset.
• Prioritize day-to-day support efforts and team projects based on business value and customer impact in collaboration with Support Management.
• Serve as a senior technical escalation point supporting New Relic customers by solving complex installation configuration data exploration and troubleshooting issues related to our APM solutions and broader platform.
• This role specifically will require you to become a technical leader and subject matter expert in Java and .NET APM agents. You will be expected to proactively and rapidly learn master and support these eventually expanding your expertise to other APM agents for languages such as Go PHP Python and Ruby as well as OpenTelemetry and Distributed Tracing technologies.
• Increase your own and your teams skill set through ongoing training knowledge sharing and exposure to the diverse programming languages and technologies featured in our product suite.
• Advocate for our customers to our Product Organization by providing insightful feedback on feature requests and bugs to improve the customer experience.
• Contribute significantly to both internal and customer-facing documentation leveraging and championing Knowledge Centered Support (KCS) practices.
• Ensure effective multi-directional communication across shifts with management and with cross-functional teams (e.g. Product Engineering).
• Remain calm professional and constructive during high-pressure situations guiding the team through challenges.
• This opening is for a position primarily working day shift hours Monday-Friday aligned with Pacific Time (PT). You may be located in CT MT or PT time zones and committed to working PT hours. A key expectation of this role is participation in an on-call rotation with fellow Leads and their Technical Support Managers (TSMs) to ensure leadership coverage and support for critical escalations outside of standard business hours including occasional weekends and holidays.
  
  
  

This role requires

• 8 years of experience delighting customers in a technical support software engineering or a related customer-facing technical role including proven experience leading day-to-day operations and personnel for a highly responsive Technical Support team.
• Demonstrable experience in assessing team skills identifying development needs facilitating up-leveling activities and providing constructive feedback and input to management as part of the team performance and development process.
• Deep technical proficiency in troubleshooting Java-based applications and a strong demonstrated ability to quickly learn and achieve similar expertise with .NET applications and their respective APM agents.
• Proven capability to rapidly learn master and support APM agent technologies for a diverse set of programming languages (e.g. Go PHP Python Ruby) and a solid understanding of OpenTelemetry and Distributed Tracing concepts.
• Knowledgeable in troubleshooting network essentials (TCP/IP DNS HTTP SSL/TLS).
• Familiar with cloud platforms (AWS Azure GCP) and containerization technologies such as Docker and Kubernetes.
• Experience building maintaining and/or testing applications in an enterprise environment.
• Can demonstrate well-developed troubleshooting skills and can get creative when the answer is not obvious.
• You exhibit a high level of empathyeven with customers who are having a bad dayand maintain professionalism especially under pressure.
• Excellent communication skills (written and verbal) with the ability to articulate complex technical concepts clearly and concisely to varied audiences including leadership and non-technical stakeholders.
• A passion for sharing your knowledge for the benefit of those around you demonstrating a true growth mentality that encourages teammates to seek you out as a mentor.
• Ability to thrive and adapt in a fast-paced evolving growth environment constructively representing all aspects of change.
• You are committed to equity and inclusion and eager to work with a team that cultivates and celebrates intersectional diversity.

Bonus points if you have

• 1-2 years experience (on top of the 8 years) specifically in a formal Team Lead or Senior/Principal Technical Support Engineer role with direct mentorship responsibilities.
• You have worked in a DevOps environment or Software Engineering role.
• You are AWS Azure or GCP Cloud Certified.
• Experience working with the broader New Relic observability platform or other observability tools (e.g. Splunk Dynatrace Datadog Logstash Elastic AWS Lambda or Azure Functions).
• You have experience with Knowledge Centered Support (KCS) framework implementation or strong adherence.
• You have programmed in or supported customers in any of the following languages/frameworks beyond Java/.NET: PHP Python Ruby Go.
  Six Sigma or other process improvement certifications/experience.
  

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

#LI-MM1 #LI-Remote

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.

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