Your opportunity
This role is key to helping our customers love New Relic by troubleshooting technical customer issues with New Relic Front End Products (Mobile, Browser, Synthetics and Synthetics Job Manager) OR New Relic Application Performance Management Products (Jave, dotnet, python, node.js, ruby agents). By clearing technical blockers, Technical Support Engineers help to ensure our products are performing to their designed specification, get their data into New Relic, and realize the value of their investment in our platform.
What you'll do
- Collaborate across teams to assist in solving complex technical customer problems across our product suite
- Strong analytical and technical troubleshooting skills
- Impeccable customer service skills and display genuine empathy towards customers.
- Work closely with our software engineering teams to resolve advanced customer issues.
- Support New Relic customers by resolving various installation, configuration, and data exploration requests.
- Be an advocate for our customers to our Product Organization by providing feedback on feature requests and bugs that improve the customer experience of the New Relic platform.
- Advance your skills through additional training and exposure to other features and capabilities of our Products
This role requires
- Deep knowledge of one of more of the following Languages: Java/.Net/PHP or Python
- Knowledge in programming or supporting customers in any of the following computer languages: Ruby, Node.js, GoLang or similar
- Love delighting customers, even those who are having a tough day!
- Front-end web development - know your way around JavaScript
- Honed troubleshooting skills, and can get creative when the answer is not obvious
- Experience collaborating across teams or subject areas to solve problems
- Experience as a Technical Support Engineer in Enterprise or SaaS companies
Bonus points if you have
- A good understanding of Linux-based web hosting and Linux environments (services, permissions, and file manipulation).
- Experience with New Relic products
- Basic level of coding experience
