Technical Support Engineer

Job Description

Collaborate across teams to solve complex technical customer problems within our APM product suite. Demonstrate analytical skills and technical troubleshooting abilities to address customer issues effectively. Provide outstanding customer service and empathy to customers facing technical difficulties. Work with engineering teams to resolve intricate APM-related issues. Support New Relic customers with installation, configuration, and data exploration requests related to infrastructure technologies. Document customer feedback on feature requests and report bugs to enhance the New Relic platform. Continuously advance skills through training and exposure to infrastructure features and technologies.

Qualifications

1. Proven experience delivering end-user software support through multiple channels like email, phone, and social media. 2. Passionate about customer satisfaction and capable of delighting customers even in challenging situations. 3. Experience troubleshooting and optimizing application performance (APM) in enterprise environments, with a focus on distributed tracing, latency analysis, and error profiling. 4. Solid understanding of Linux-based environments, including services, permissions, and file manipulation. 5. Proficient in containerization and orchestration—specifically Docker and Kubernetes—with experience monitoring microservices and understanding sidecar patterns or DaemonSets. 6. Familiarity with web technologies and cloud hosting services like AWS, Azure, and Google Cloud. 7. Ability to collaborate seamlessly across teams or disciplines to troubleshoot and solve problems. 8. Prior experience in a DevOps, Software Engineering, or Technical Support role.

Benefits

- Fostering a diverse, welcoming and inclusive environment - Training and professional development opportunities - Flexible workforce model allowing for various workplace arrangements - Opportunities for continuous learning and skill enhancement