Technical Support Engineer - 0881

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.

Please note that visa sponsorship is not available for this position.