Your opportunity
As a New Relic Support Engineer you know more about our products than any other function, and you feel a sense of pride and happiness helping customers through their never-seen-before technical issues. We are serious about keeping our skills sharp, so we can provide extraordinary assistance in a constantly evolving technical landscape. We emphasize training, knowledge, collaboration and customer empathy — your learning opportunities are vast!
You will collaborate with fellow Support Engineers to creatively and passionately tackle customer problems, while honing your technical skills. You will use your insight and inventiveness to help us identify recurring or systemic problems and suggest ways we might address them. You are committed to equity and inclusion, and eager to work with a team that cultivates and celebrates intersectional diversity.
What you'll do
- Support New Relic customers by solving complex installation, configuration, and data exploration requests.
- Work with and learn from an energetic, highly engaged, encouraging and collaborative team.
- Advocate for our customers to our Product Organization by providing feedback on feature requests and bugs to improve the customer experience.
- Increase your skill set through additional training and exposure to other emerging technologies featured in our product suite.
- Contribute to both internal and customer-facing documentation and Knowledge Centered Support (KCS).
This role requires
- 3+ years experience delighting customers in a support role.
- Experience with Linux-based web hosting and Linux environments (services, permissions, and file manipulation).
- Knowledgeable in troubleshooting systems and network issues.
- Experience building, maintaining, and/or monitoring servers in an enterprise environment.
- Experience with AWS and containerization technologies such as Docker and Kubernetes.
- Can demonstrate authoritative troubleshooting skills and can get creative when the answer is not obvious.
- You exhibit a high level of empathy—even with customers who are having a bad day.
- This opening is for a position working day shift hours, Mon-Fri. Working occasional weekend days or holidays may be required on an as-needed basis.
Bonus points if you have
- You have worked in a DevOps environment or Software Engineering role
- You have experience as a Technical Support Engineer in Enterprise or SaaS companies
- Experience with other IaaS platforms such as Azure, GCP, etc.
- You are AWS, GCP, Azure Cloud Certified or CKA Certified.
- Experience in Network and/or System Administration.
- Understands the concept and use of automation/configuration management using tools like Ansible, Chef, Puppet or an equivalent.
- Experience working with observability tools.
