Technical Support Engineer

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, we're looking for passionate people to join our mission. If you're ready to help the world's 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 (Java, .NET, Python, Node.js, 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: 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.

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, 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. 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.