Technical Support Engineer

• 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.