Senior 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!

Your opportunity

As a New Relic Senior Technical Support Engineer, you'll have the unique chance to dive deep into our infrastructure products, helping customers navigate through challenging technical issues. At New Relic, we value continuous learning and skill enhancement to ensure we provide top-tier support in the ever-evolving world of infrastructure technology. We prioritize training, technical knowledge, and customer empathy, your growth prospects will be limitless. You’ll be at the forefront of supporting our APM suite, with a deep focus on distributed tracing, code-level profiling, and monitoring microservices within Kubernetes and cloud-native environments. Are you ready to step into the world of Application Performance Engineering and make a difference?

What you'll do

- Collaborate across teams to assist in solving complex technical customer problems within our APM product suite.
- Display strong analytical skills and technical troubleshooting abilities to address customer issues effectively.
- Provide outstanding customer service and demonstrate genuine empathy towards customers facing technical difficulties.
- Work closely with our engineering teams to resolve intricate APM-related issues.
- Support New Relic customers with installation, configuration, and data exploration requests related to infrastructure technologies.
- Advocate for customer needs by documenting feedback on feature requests and reporting bugs to our Product Organization to enhance the infrastructure component of the New Relic platform.
- Continuously advance your skills through training and exposure to additional infrastructure features and technologies.

This role requires

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Proven experience delivering superior end-user software support through multiple channels like email, phone, and social media.

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Passionate about customer satisfaction and capable of delighting customers even in challenging situations.

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Experience troubleshooting and optimizing application performance (APM) in enterprise environments, with a focus on distributed tracing, latency analysis, and error profiling.

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Solid understanding of Linux-based environments, including services, permissions, and file manipulation.

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Proficient in containerization and orchestration—specifically Docker and Kubernetes—with experience monitoring microservices and understanding sidecar patterns or DaemonSets

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Familiarity with web technologies and cloud hosting services like AWS, Azure, and Google Cloud.

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Ability to collaborate seamlessly across teams or disciplines to troubleshoot and solve problems.

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Prior experience in a DevOps, Software Engineering, or Technical Support role.

Bonus points if you have

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Experience with additional IaaS platforms like Azure or Google Cloud Platform.

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Certifications in Java, Python, K8S.

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Familiarity with New Relic products.

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Comfort in analyzing and interpreting system/application logs.

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. 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