Your opportunity
This role is key to helping our customers love New Relic by troubleshooting technical customer issues with New Relic Infrastructure Products (Onhost Integrations,Infra Agent (& UI), K8 Cluster Explorer ). 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.
What you'll do
- 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.
This role requires
- Proved experience in Technical Support Engineering role
- Love delighting customers, even those who are having a tough day!
- Experience building, maintaining, and/or monitoring servers in an enterprise environment.
- A good understanding of Linux-based web hosting and Linux environments (services, permissions, and file manipulation).
- Knowledgeable about AWS and containerisation technologies such as Docker and Kubernetes.
- Can demonstrate authoritative troubleshooting skills and can get creative when the answer is not obvious.
Bonus points if you have
- Experience in a DevOps environment, Software Engineering role.
- Experience with other IaaS platforms such as Azure, GCP, etc.
- AWS, GCP, Azure Cloud Certified or CKA certified.
- Experience in Network, System, Database Administration.
- Experience with New Relic products
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.
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
