Your opportunity
Are you ready to be a key player in our SaaS company, one that is setting the bar for technical innovation? As a Technical Support Engineer, you play a critical role as the first point of contact for our customers. Not only do you have a passion for customer service, you have strong troubleshooting skills and the ability to think fast and prioritize. You feel a sense of pride and satisfaction helping customers and will work directly with them to answer questions, solve problems, and help them love our product.

We are serious about keeping our skills sharp, emphasizing training and continuous expansion of our knowledge base - your learning opportunities will never end. You will collaborate with other Support Engineers and Product Engineers to creatively and passionately assist with customer issues, while honing your technical skills. You will use your insight and imagination to help us identify recurring or systemic problems, and suggest ways we might address them.

What you'll do

• Efficiently and effectively triage a broad array of incoming (business and product) customer inquiries and route complex issues to the appropriate SME, putting the customer experience first
• Champion the voice of the customer and provide feedback, reducing friction for customers and/or internal New Relic teams
• Serve as a collaborative technical expert within the accounts and security specialty area for our Global Technical Support organization.
• Demonstrate connectedness and contribute to a supportive work environment
• Promote self-sufficiency through the creation and sharing of knowledge through multiple mediums and channels
• Be responsible for your own development, seek feedback from others, and continually build your organizational, support process and NR product knowledge
• Identify recurring or systemic problems, and suggest ways we might continuously improve

This role requires

• You have general knowledge of Technical Support Engineering processes
• 1-2 years of experience delighting customers in a technical support role.
• You have established troubleshooting skills, and can get creative when the answer is not obvious
• You have excellent written and verbal communication skills, and can effectively communicate across all levels
• You have experience collaborating across teams to solve problems
• You can articulate the importance of the customer experience, and are accountable for results
• You think critically with a propensity for continuous improvement
• You have ability to work EST hours: 8am-5pm EST, Monday -Friday

Bonus points if you have

• Experience with Identity and Access Management
• Experience with New Relic products
• Experience with CRM or ticketing tools

We're looking for bold and passionate people to be a part of our mission to create more perfect software. We'd love to have you apply, even if you don't feel you meet every single requirement. What's most important to us is finding authentic and accountable people who feel connected to our mission and values, not just candidates who check off all the boxes.

We believe in empowering all Relics to achieve professional, and business success through a workforce model called Flex First. The Flex First model allows us to work in a variety of workplaces that best support our success, including fully office-based, fully remote, or a combination of both.

Read more about Flex First and New Relic’s vaccine policy as part of our commitment to maintaining a safe and healthy workplace in light of the COVID-19 pandemic at www.newrelic.com/blog/how-to-relic/future-of-work.

Our hiring process

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

In compliance with applicable law, all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification. Note: Our stewardship of the data of thousands of customers’ means that a criminal background check is required to join New Relic.

We will consider qualified applicants with arrest and conviction records based on individual circumstances and in accordance with applicable law including, but not limited to, the San Francisco Fair Chance Ordinance (https://sfgov.org/olse/sites/default/files/FCO%20poster2020.pdf).

Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. New Relic does not accept unsolicited headhunter and agency resumes, and will not pay fees to any third-party agency or company that does not have a signed agreement with New Relic.

New Relic is an equal opportunity employer. We eagerly seek applicants of diverse background and hire without regard to race, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities (or disability), age, sexual orientation, veteran status, or any other characteristic protected by law.

Interested in the details of our privacy policy? Read more here: www.newrelic.com/termsandconditions/applicant-privacy-policy

Estimated Annual Salary Range: $ 62,000 - $ 78,000 (for Colorado based roles only)

Consistent with New Relic's values and applicable law, we provide the following information to promote pay transparency and equity. The salary range above represents a good faith estimate of the low and high end salary range for the listed position if based in Colorado. This role is eligible for the corporate bonus plan (or, if a sales role, a commission plan as defined in the sales incentive plan document), participation in our stock equity plan, short- and long-term incentives, and other department-specific awards that may be applicable. In addition, New Relic provides a variety of benefits to employees. Please note that this information is provided for those hired in Colorado only, and this role is open to candidates outside of Colorado with compensation that aligns with your location. The range provided may also represent candidate ranges and may not reflect the full range or geographic differential for an individual tenured employee.

Wage - midpoint

78,000

Wage - minimum

62,000

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