Technical Support Engineer

Your opportunity

As a New Relic 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

• Proven experience delivering end-user software support through multiple channels like email, phone, and social media.
• Passionate about customer satisfaction and capable of delighting customers even in challenging situations.
• Experience troubleshooting and optimizing application performance (APM) in enterprise environments, with a focus on distributed tracing, latency analysis, and error profiling.
• Solid understanding of Linux-based environments, including services, permissions, and file manipulation.
• Proficient in containerization and orchestration—specifically Docker and Kubernetes—with experience monitoring microservices and understanding sidecar patterns or DaemonSets
• Familiarity with web technologies and cloud hosting services like AWS, Azure, and Google Cloud.
• Ability to collaborate seamlessly across teams or disciplines to troubleshoot and solve problems.
• Prior experience in a DevOps, Software Engineering, or Technical Support role.

Bonus points if you have

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