New Relic
Technology
TechnicalSupportEngineer
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Technical Support Engineer at New Relic. Skills: Observability, Troubleshooting, Customer support. Troubleshoot technical issues. Solve complex technical problems”
What You'll Achieve.
Maintain healthy Support KPIs; Productivity; Time to Resolution; SLA adherence; CSAT
Industry & Context.
Complex Problem Solving; Analytical Mindset; Troubleshooting
Criminal background check, Export compliance assessment
What They're Looking For.
Must Have
Customer Delight, Front-End Knowledge, JavaScript, Language Expertise, Java, .NET, PHP, Python, Analytical Mindset, Collaboration
Nice to Have
Linux-based web hosting, Linux environments, Ruby, Node.js, GoLang, Technical Support Engineer, Enterprise, SaaS companies, New Relic products, Hands-on coding experience
What You'll Do.
Troubleshoot technical issues
Solve complex technical problems
Resolve installation requests
Resolve configuration requests
Resolve data exploration requests
Collaborate with engineering teams
Provide feedback to Product Organization
Troubleshoot customer requests
How You'll Work.
Team & Collaboration
Collaborate across teams; Work with engineering teams; Act as advocate
Full Job Description
We are a global team of innovators and pioneers dedicated to shaping the future of observability. At New Relic, we build an intelligent platform that empowers companies to thrive in an AI-first world by giving them unparalleled insight into their complex systems. As we continue to expand our global footprint, we're looking for passionate people to join our mission. If you're ready to help the world's best companies optimize their digital applications, we invite you to explore a career with us! Role Definition & Impact 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 custo
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