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 Support Engineer, you know more about our products than any other function and you feel a sense of pride and satisfaction in helping customers through their never‑seen‑before technical issues. We are serious about keeping our skills sharp so that we can provide outstanding assistance in a constantly evolving technical landscape. We emphasize training, knowledge and customer empathy, and your learning opportunities will never end. Are you ready to become our next Support Engineer passionate about today’s infrastructure issues?
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
Advocate for our customers to our Product Organization by providing feedback on feature requests and bugs that improve the New Relic platform experience
Advance skills through additional training and exposure to other features and capabilities of our products
This role requires
Track record of providing superior end‑user software support via email, phone, and social media
Love delighting customers, even those who are having a tough day
Experience building, maintaining, and/or monitoring servers in an enterprise environment
Good understanding of Linux‑based web hosting and Linux environments (services, permissions, and file manipulation)
Knowledgeable about AWS and containerization technologies such as Docker and Kubernetes
Experience with web technologies and cloud infrastructures; web servers (Windows or Linux), OS distributions, network and systems troubleshooting tools, web development platforms, cloud hosting services like AWS, Azure, Google Cloud, etc.
Working knowledge of container management software such as Docker, Kubernetes, OpenShift, etc.
Understanding of automation/configuration management tools such as Ansible, Chef, Puppet or equivalent
Collaborates easily across teams or disciplines to solve problems
Bonus points if you have
Experience with other IaaS platforms such as Azure, GCP, etc.
AWS, GCP, Azure Cloud Certified or CKA certified
Experience in network, system, database administration
Experience in a DevOps environment, software engineering role or technical support role
Experience with New Relic products
Comfortable analyzing and interpreting system/application logs
Visa sponsorship is not available for this position.
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.
#J-18808-Ljbffr