Technical Support Engineer R0000457

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!

Job Description

This role is key to helping our customers love New Relic by troubleshooting technical customer issues with New Relic Products (User permissions SSO/SAML config Usage and Billing queries). By clearing technical blockers Technical Support Engineers help to ensure our products are performing to their designed specification get their data into New Relic and realize the value of their investment in our platform.

Responsibilities

• Collaborate across teams to assist in solving complex technical customer problems across our product suite
• Strong analytical and technical troubleshooting skills
• Impeccable customer service skills and display genuine empathy towards customers.
• Work closely with our software engineering teams to resolve advanced customer issues.
• Support New Relic customers by resolving various installation configuration and data exploration requests.
• Be an advocate for our customers to our Product Organization by providing feedback on feature requests and bugs that improve the customer experience of the New Relic platform.
• Advance your skills through additional training and exposure to other features and capabilities of our Products

Eligibility Criteria
2 Years of experience in handling customer facing role.
Great Communication.
Good to have experience addressing escalations from customers.

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

Qualified applicants may inquire about visa sponsorship (including transfer of a current H-1B visa) but the company does not support or sponsor O-1 F-1 or J-1 visas or candidates who require commencement of an H-1B cap case petition for future work authorization. This position is to be filled as soon as possible.

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.

Review our Applicant Privacy Notice at Experience:

IC