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!
Your opportunity
As a New Relic Senior Technical Support Engineer, you are a critical technical authority for our customers, leveraging your deep product expertise to resolve their 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 elevate the skills of your peers through mentorship and knowledge sharing.
In this role, you will act as a subject matter expert and a key escalation point, tackling the toughest technical puzzles and ensuring our customers receive world-class support. If you are passionate about technology, dedicated to customer success, and thrive on diving deep into complex systems, this is your opportunity to make a significant impact.
What you'll do
- Serve as a technical escalation point, effectively solving complex customer issues related to installation, configuration, data exploration, and troubleshooting across the New Relic platform.
- Proactively engage in complex and aging tickets to drive customer issues toward a swift resolution, acting as a troubleshooter of last resort.
- Take ownership of escalated customer issues, partnering effectively with internal teams (e.g., Product, Engineering) to ensure optimal outcomes and advocate for customer needs.
- Support the growth of your colleagues through active mentorship, knowledge creation, training delivery, and collaboration on challenging customer issues.
- Champion customer self-service by creating and improving both internal and customer-facing documentation, leveraging Knowledge Centered Support (KCS) practices.
- Help optimize team workflows by iterating on best practices, standard tools, and troubleshooting approaches in alignment with team and business goals.
- Own your personal development by incorporating feedback and continually building your technical skills and business acumen to remain a subject matter expert.
- Model a flexible, solution-oriented approach and embrace change as an opportunity for growth.
This role requires
- Typically requires a Bachelor’s degree and a minimum of 5 years of related work experience; or a Master’s degree and 3 years of experience; or equivalent related work experience (approximately 6-8 years).
- Substantial experience delighting customers in a technical support, software engineering, SRE, or related customer-facing technical role.
- Subject matter expertise in one or more areas of the New Relic SaaS platform, with a demonstrated ability to quickly learn and master new product areas.
- Fluent programming knowledge in, or extensive experience supporting customers in, at least one of the following languages/frameworks: Java, .NET, PHP, Ruby, Python, Node.js, or Go.
- Strong knowledge of cloud platforms (AWS, Azure, GCP), containerization (Docker, Kubernetes), and troubleshooting network essentials (TCP/IP, DNS, HTTP, SSL/TLS).
- Exceptional and creative troubleshooting skills, with a proven ability to find solutions when the answer is not obvious.
- Excellent communication skills (written and verbal), with the ability to de-escalate tense situations and articulate complex technical concepts clearly to varied audiences.
- A passion for sharing knowledge and a demonstrated ability to mentor and act as a resource for other engineers.
- You exhibit a high level of empathy and maintain professionalism, especially under pressure.
- You are committed to equity and inclusion and are eager to work with a team that cultivates and celebrates intersectional diversity.
Bonus points if you have
- Experience in a DevOps, SRE, or Software Engineering role.
- Cloud certifications (AWS, Azure, or GCP).
- Experience with the broader New Relic observability platform or other observability tools (e.g., Splunk, Dynatrace, Datadog, OpenTelemetry).
- Experience with front-end web development (JavaScript) or mobile development (iOS, Android).
- Strong experience with and adherence to Knowledge Centered Support (KCS) practices.
Please note that visa sponsorship is not available for this position.
#LI-MM1 #LI-Remote
The pay range below represents a reasonable estimate of the salary for the listed position. This role is eligible for a corporate bonus plan. Pay within this range varies by work location and may also depend on job-related factors such as an applicant’s skills, qualifications, and experience.
New Relic provides a variety of benefits for this role, including healthcare, dental, vision, parental leave and planning, and mental health benefits, a 401(k) plan and match, flex time-off, 11 paid holidays, volunteer time-off, and other competitive benefits designed to improve the lives of our employees.
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. We’re 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 [email protected].
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, the San 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 https://newrelic.com/termsandconditions/applicant-privacy-policy
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