Technical Support Engineer - R0000594

4 days, 11 hours ago
Full-time
Junior
Customer and Technical Support
New Relic

New Relic

New Relic provides a comprehensive observability platform that enables engineers to monitor, debug, and enhance the performance of their entire software stack through real-time analytics and insights.

Internet Software & Services
1K-5K
Founded 2008
$520M raised

Description

  • Own the customer post-incident experience for technical issues across either Front-End products or APM products.
  • Troubleshoot customer installation, configuration, and data exploration requests.
  • Collaborate across teams to solve complex technical customer problems.
  • Work with software engineering teams to resolve advanced customer issues.
  • Advocate for customers by sharing feature requests and bug feedback with the Product organization.
  • Continue learning new product features, languages, and capabilities through training and hands-on exposure.
  • Partner with your manager to maintain support KPIs such as productivity, time to resolution, SLA adherence, and CSAT.
  • Provide empathetic support and customer advocacy during challenging customer situations.

Requirements

  • Please note that visa sponsorship is not available for this position.
  • Solid understanding of front-end web development and confidence navigating JavaScript, or strong troubleshooting skills in one or more of Java, .NET, PHP, or Python.
  • Demonstrated troubleshooting ability with an analytical mindset and creative problem-solving approach.
  • Proven experience collaborating across teams or subject areas to solve technical issues.
  • A genuine passion for helping customers and supporting customer success.
  • Nice to have: understanding of Linux-based web hosting and Linux environments, including services, permissions, and file manipulation.
  • Nice to have: knowledge of Ruby, Node.js, GoLang, or similar languages.
  • Nice to have: experience as a Technical Support Engineer in an enterprise or SaaS company.
  • Nice to have: prior hands-on experience using New Relic products.
  • Nice to have: basic hands-on coding experience.
  • Must be able to complete identity and employment eligibility verification, and pass a criminal background check; some roles may also require an export compliance assessment.

Benefits

  • Flexible workforce model with options for fully office-based, fully remote, or hybrid work.
  • Opportunity to work in a diverse, welcoming, and inclusive environment.
  • Reasonable accommodations available during the application or recruiting process.
  • Consideration of qualified applicants with arrest and conviction records in accordance with applicable law.

Interested in this position?

Apply directly on the company website

Apply Now

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