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!

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
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 product knowledge
Identify recurring or systemic problems, and suggest ways we might continuously improve

This role requires

You have at least 1 year of experience in a Technical Support organization for an enterprise SaaS solution.
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
Bachelor’s Degree or code school experience
You have ability to work EST hours: Generally 8am-5pm EST, Monday -Friday

Bonus points if you have

Experience with cyber security
Experience with Identity and Access Management
Experience with New Relic products
Experience with Salesforce Service Cloud
You have programmed in, or supported customers in, any of the following languages/frameworks: .NET, PHP, Node.js, Python, Ruby, GO.

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

#LI-MM1 #LI-Remote

The pay range below represents a reasonable estimate of the salary for the listed position. This role is eligible for a corporate bonus plan. Pay within this range varies by work location and may also depend on job-related factors such as an applicant’s skills, qualifications, and experience.

New Relic provides a variety of benefits for this role, including healthcare, dental, vision, parental leave and planning, and mental health benefits, a 401(k) plan and match, flex time-off, 11 paid holidays, volunteer time-off, and other competitive benefits designed to improve the lives of our employees.

Estimated Base Pay Range

$70,000 - $94,000 USD

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’re looking for people who feel connected to our mission and values, not just candidates who check off all the boxes.

If you require a reasonable accommodation to complete any part of the application or recruiting process, please reach out to resume@newrelic.com.

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.

Our hiring process

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.

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 develops and distributes encryption software and technology that complies with U.S. export controls and licensing requirements. Certain New Relic roles require candidates to pass an export compliance assessment as a condition of employment in any global location. If relevant, we will provide more information later in the application process.

Candidates are evaluated based on qualifications, regardless of race, religion, ethnicity, national origin, sex, sexual orientation, gender expression or identity, age, disability, neurodiversity, veteran or marital status, political viewpoint, or other legally protected characteristics.

Review our Applicant Privacy Notice at https://newrelic.com/termsandconditions/applicant-privacy-policy

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Technical Support Engineer (EST)