Your opportunity
Are you ready to be a key player in our SaaS company, one that is setting the bar for technical innovation? As an Associate Technical Support Engineer, you play a critical role as the first point of contact for our customers. Not only do you have a passion for customer service, you have strong troubleshooting skills and the ability to think fast and prioritize. You feel a sense of pride and satisfaction helping customers and will work directly with them to answer questions, solve problems, and help them love our product.
We are serious about keeping our skills sharp, emphasizing training and continuous expansion of our knowledge base - your learning opportunities will never end. You will collaborate with other Support Engineers and Product Engineers to creatively and passionately assist with customer issues, while honing your technical skills. You will use your insight and imagination to help us identify recurring or systemic problems, and suggest ways we might address them.
What you'll do
- Efficiently and effectively triage a broad array of incoming (business and product) customer inquiries and route complex issues to the appropriate SME, putting the customer experience first
- Serve as a collaborative technical expert within the accounts and security specialty area for our Global Technical Support organization.
- Demonstrate connectedness and contribute to a supportive work environment
- Promote self-sufficiency through the creation and sharing of knowledge through multiple mediums and channels
- Be responsible for your own development, seek feedback from others, and continually build your organizational, support process, and product knowledge
- Identify recurring or systemic problems, and suggest ways we might continuously improve
This role requires
- Bachelor’s Degree or code school experience
- You have general knowledge of Technical Support Engineering processes
- You have established troubleshooting skills, and can get creative when the answer is not obvious
- You have excellent written and verbal communication skills, and can effectively communicate across all levels
- You have experience collaborating across teams to solve problems
- You can articulate the importance of the customer experience, and are accountable for results
- You think critically with a propensity for continuous improvement
- You have ability to work EST hours: Generally 8am-5pm EST, Monday -Friday
Bonus points if you have
- Experience with Identity and Access Management
- Experience with New Relic products
- Experience with Salesforce Service Cloud
- You have programmed in, or supported customers in, any of the following languages/frameworks: .NET, PHP, Node.js, Python, Ruby, GO.
Fostering a diverse, welcoming and inclusive environment is important to us. We work hard to make everyone feel comfortable bringing their best, most authentic selves to work every day. We celebrate our talented Relics’ different backgrounds and abilities, and recognize the different paths they took to reach us – including nontraditional ones. Their experiences and perspectives inspire us to make our products and company the best they can be. We’re looking for people who feel connected to our mission and values, not just candidates who check off all the boxes.
If you require a reasonable accommodation to complete any part of the application or recruiting process, please visit https://newrelic.avature.net/accommodations to submit your request.
We believe in empowering all Relics to achieve professional and business success through a flexible workforce model. This model allows us to work in a variety of workplaces that best support our success, including fully office-based, fully remote, or hybrid.
Our hiring process
Please note that visa sponsorship is not available for this position.
In compliance with applicable law, all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification. Note: Our stewardship of the data of thousands of customers’ means that a criminal background check is required to join New Relic.
We will consider qualified applicants with arrest and conviction records based on individual circumstances and in accordance with applicable law including, but not limited to, the San Francisco Fair Chance Ordinance.
Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. New Relic does not accept unsolicited headhunter and agency resumes, and will not pay fees to any third-party agency or company that does not have a signed agreement with New Relic.
New Relic is proud to be an equal opportunity employer. We foster a diverse, equitable, and inclusive environment, free from all types of discrimination, so our Relics can thrive. We hire people with different backgrounds, experiences, abilities and perspectives.
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.
Review our Applicant Privacy Notice at https://newrelic.com/termsandconditions/applicant-privacy-policy.
Estimated Base Pay Range: $ 56,000 - $ 70,000
The pay range above represents a reasonable estimate of the salary for the listed position. This role is eligible for a corporate bonus plan. Pay within this range varies by work location and may also depend on job-related factors such as an applicant’s skills, qualifications, and experience.
New Relic provides a variety of benefits for this role, including healthcare, dental, vision, parental leave and planning, 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.
