[Hiring] Technical Support Engineer @New Relic

Role Description

As a New Relic Support Engineer, you know more about our products than any other function, and you feel a sense of pride and happiness helping customers through their never-seen-before technical issues. We are serious about keeping our skills sharp, so we can provide extraordinary assistance in a constantly evolving technical landscape. We emphasize training, knowledge, collaboration, and customer empathy; your learning opportunities are vast!

You will collaborate with fellow Support Engineers to creatively and passionately seek customer problems while honing your technical skills. You will use your insight and inventiveness to help us identify recurring or systemic problems and suggest ways we might address them. You are committed to equity and inclusion and eager to work with a team that cultivates and celebrates intersectional diversity.

What you'll do

• This role specifically will need to be a technical leader in the Java and .Net APM agents and Alerts (or able to ramp up quickly), eventually jumping in with agents such as Node, GO, PHP, Python.
• Support New Relic customers by solving complex installation, configuration, and data exploration requests.
• Increase your skill set through additional training and exposure to other programming languages featured in our product suite.
• Advocate for our customers to our Product Organization by providing feedback on feature requests and bugs to improve the customer experience.
• Contribute to both internal and customer-facing documentation and Knowledge Centered Support (KCS).
• This opening is for a position working day shift hours of 8am-5pm PT Mon-Fri. You may be located in ET, CT, MT, or PT time zones and committed to working PT hours. Working occasional weekend days or holidays may be required on an as-needed basis.

Requirements

• Knowledgeable in troubleshooting programming languages and network essentials. Open Telemetry, Distributed Tracing, Java, .Net, and Node are our higher demand Communities of Practice for this role, but also possible are Python, GO, PHP, and Ruby.
• Familiar with AWS and containerization technologies such as Docker and Kubernetes.
• Experience building, maintaining, and/or testing applications in an enterprise environment.
• Can demonstrate well-developed troubleshooting skills and can get creative when the answer is not obvious.
• You exhibit a high level of empathy—even with customers who are having a bad day.
• A passion for sharing your knowledge for the benefit of those around you, demonstrating a true growth mentality that encourages teammates to seek you out as a mentor. You mentor and pair with team members to facilitate mutual growth.

Bonus points if you have

• 1-2 years experience delighting customers in a technical support role with Back-End programming languages; specific to this role Java, Open Telemetry, and Distributed Tracing to start, and at least 1-2 more object-oriented programming languages that are offered in the New Relic Agents.
• You have worked in a DevOps environment or Software Engineering role.
• You are AWS or Azure Cloud Certified.
• Experience working with observability tools like New Relic's platform as well as Logstash, Elastic, AWS Lambda, or Azure Functions.
• You have programmed in, or supported customers in, any of the following languages/frameworks: .NET, PHP, Node.js, Python, Ruby, GO.

Benefits

• Healthcare, dental, vision, parental leave and planning, and mental health benefits.
• 401(k) plan and match.
• Flex time-off.
• 11 paid holidays.
• Volunteer time-off.
• Other competitive benefits designed to improve the lives of our employees.