Technical Support Engineer

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, your learning opportunities will never end. Are you ready to become our next Support Engineer passionate about today’s Infrastructure issues?

• 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

• Has a 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.

• A good understanding of Linux-based web hosting and Linux environments (services, permissions, and file manipulation).

• Knowledgeable about AWS and containerisation technologies such as Docker and Kubernetes.

• Has 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, etc.

• Has working knowledge of container management software such as Docker, Kubernetes, OpenShift, etc.

• Understands the concept and use of automation/configuration management using tools like Ansible, Chef, Puppet or an equivalent

• Additional background in front-end web development and know your way around JavaScript and WebDriver would be a plus

• 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

• Being comfortable analyzing and interpreting system/application logs

Please note that visa sponsorship is not available for this position.

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