[Hiring] Technical Support Manager @New Relic

Role Description

We are looking for an experienced Technical Support Manager to cultivate and lead a collaborative, deeply technical engineering team dedicated to delivering an exceptional, memorable customer experience. Working closely with the Vice President of EMEA & APJ Support Engineering, this leader will hold accountability for their team's operational goals while partnering across the wider customer experience landscape, including Engineering, Product, and Go-To-Market (GTM) teams.

Our management team thrives on a foundation of equity, growth, and intersectional diversity. We are committed to building an environment where everyone can bring their authentic selves to work. We value leaders who possess a track record of learning from complex challenges, fostering positive culture, and showing deep dedication to the success of others.

What you'll do

• Empower & Develop: Coach and mentor a highly skilled team of support engineers, facilitating individual career progression and fostering a team dynamic where everyone has the opportunity to do their best work.
• Operational Leadership: Guide day-to-day operations to ensure team structures adapt dynamically to evolving customer and business needs.
• Strategic Collaboration: Partner with the global Support Management cohort to collectively achieve service level objectives and champion initiatives that drive customer satisfaction and supportability.
• Advocate for the Customer: Act as a dependable point of contact for customer escalations, ensuring critical issues are effectively resourced, investigated, and brought to a timely resolution.
• Drive Progress: Lead cross-functional programs and projects, iterating on operational strategies to simplify processes and deliver high-impact business outcomes.
• Operational Continuity: Participate in an on-call rotation to maintain premier service delivery standards.

Requirements

• Proven experience in leading people, nurturing talent, and running operational strategies for responsive technical support teams.
• A clear dedication to cultivating a supportive, positive culture where metrics are balanced with employee satisfaction and collaborative growth.
• Proficiency in gathering, interpreting, and leveraging data to identify systemic problems, optimize workflows, and drive continuous process improvements.
• Strong interpersonal and coaching skills, with the ability to bridge technical complexities and business requirements while bringing teams along on strategic journeys.
• Practical experience navigating enterprise operational platforms and customer support ecosystems (such as Salesforce, ServiceCloud, Google Workspace, or Tableau).

Bonus points if you have

• Prior experience managing support delivery within a high-tech, fast-growth SaaS environment.
• Proven capability collaborating with international or multi-functional stakeholders to align product roadmaps with customer health indicators.
• Familiarity with software industry trends, modern observability solutions, or Application Performance Management (APM) systems.

Company Description

Fostering a diverse, welcoming and inclusive environment is important to us. We work hard to make everyone feel comfortable bringing their best, most authentic selves to work every day. We celebrate our talented Relics’ different backgrounds and abilities, and recognize the different paths they took to reach us – including nontraditional ones. Their experiences and perspectives inspire us to make our products and company the best they can be.

We believe in empowering all Relics to achieve professional and business success through a flexible workforce model. This model allows us to work in a variety of workplaces that best support our success, including fully office-based, fully remote, or hybrid.