Senior Technical Support Engineer

New Relic • Denver, ID

16d • $90,000 - $121,000

About The Position

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 As a New Relic Senior Technical Support Engineer, you are a critical technical authority for our customers, leveraging your deep product expertise to resolve their most complex and novel technical challenges. We are deeply committed to fostering an environment of continuous learning, collaboration, and customer empathy, empowering you to not only solve intricate problems but also to elevate the skills of your peers through mentorship and knowledge sharing. In this role, you will act as a subject matter expert and a key escalation point, tackling the toughest technical puzzles and ensuring our customers receive world-class support. If you are passionate about technology, dedicated to customer success, and thrive on diving deep into complex systems, this is your opportunity to make a significant impact.

Requirements

• Typically requires a Bachelor’s degree and a minimum of 5 years of related work experience; or a Master’s degree and 3 years of experience; or equivalent related work experience (approximately 6-8 years).
• Substantial experience delighting customers in a technical support, software engineering, SRE, or related customer-facing technical role.
• Subject matter expertise in one or more areas of the New Relic SaaS platform, with a demonstrated ability to quickly learn and master new product areas.
• Fluent programming knowledge in, or extensive experience supporting customers in, at least one of the following languages/frameworks: Java, .NET, PHP, Ruby, Python, Node.js, or Go.
• Strong knowledge of cloud platforms (AWS, Azure, GCP), containerization (Docker, Kubernetes), and troubleshooting network essentials (TCP/IP, DNS, HTTP, SSL/TLS).
• Exceptional and creative troubleshooting skills, with a proven ability to find solutions when the answer is not obvious.
• Excellent communication skills (written and verbal), with the ability to de-escalate tense situations and articulate complex technical concepts clearly to varied audiences.
• A passion for sharing knowledge and a demonstrated ability to mentor and act as a resource for other engineers.
• You exhibit a high level of empathy and maintain professionalism, especially under pressure.
• You are committed to equity and inclusion and are eager to work with a team that cultivates and celebrates intersectional diversity.

Nice To Haves

• Experience in a DevOps, SRE, or Software Engineering role.
• Cloud certifications (AWS, Azure, or GCP).
• Experience with the broader New Relic observability platform or other observability tools (e.g., Splunk, Dynatrace, Datadog, OpenTelemetry).
• Experience with front-end web development (JavaScript) or mobile development (iOS, Android).
• Strong experience with and adherence to Knowledge Centered Support (KCS) practices.

Responsibilities

• Serve as a technical escalation point, effectively solving complex customer issues related to installation, configuration, data exploration, and troubleshooting across the New Relic platform.
• Proactively engage in complex and aging tickets to drive customer issues toward a swift resolution, acting as a troubleshooter of last resort.
• Take ownership of escalated customer issues, partnering effectively with internal teams (e.g., Product, Engineering) to ensure optimal outcomes and advocate for customer needs.
• Support the growth of your colleagues through active mentorship, knowledge creation, training delivery, and collaboration on challenging customer issues.
• Champion customer self-service by creating and improving both internal and customer-facing documentation, leveraging Knowledge Centered Support (KCS) practices.
• Help optimize team workflows by iterating on best practices, standard tools, and troubleshooting approaches in alignment with team and business goals.
• Own your personal development by incorporating feedback and continually building your technical skills and business acumen to remain a subject matter expert.
• Model a flexible, solution-oriented approach and embrace change as an opportunity for growth.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees