Senior 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 Senior Technical Support Engineer, you'll have the unique chance to dive deep into our infrastructure products, helping customers navigate through challenging technical issues. At New Relic, we value continuous learning and skill enhancement to ensure we provide top-tier support in the ever-evolving world of infrastructure technology. We prioritize training, technical knowledge, and customer empathy, your growth prospects will be limitless. You’ll be at the forefront of supporting our APM suite, with a deep focus on distributed tracing, code-level profiling, and monitoring microservices within Kubernetes and cloud-native environments. Are you ready to step into the world of Application Performance Engineering and make a difference? What you'll do - Collaborate across teams to assist in solving complex technical customer problems within our APM product suite. - Display strong analytical skills and technical troubleshooting abilities to address customer issues effectively. - Provide outstanding customer service and demonstrate genuine empathy towards customers facing technical difficulties. - Work closely with our engineering teams to resolve intricate APM-related issues. - Support New Relic customers with installation, configuration, and data exploration requests related to infrastructure technologies. - Advocate for customer needs by documenting feedback on feature requests and reporting bugs to our Product Organization to enhance the infrastructure component of the New Relic platform. - Continuously advance your skills through training and exposure to additional infrastructure features and technologies. This role requires Proven experience delivering superior end-user software support through multiple channels like email, phone, and social media. Passionate about customer satisfaction and capable of delighting customers even in challenging situations. Experience troubleshooting and optimizing application performance (APM) in enterprise environments, with a focus on distributed tracing, latency analysis, and error profiling. Solid understanding of Linux-based environments, including services, permissions, and file manipulation. Proficient in containerization and orchestration—specifically Docker and Kubernetes—with experience monitoring microservices and understanding sidecar patterns or DaemonSets Familiarity with web technologies and cloud hosting services like AWS, Azure, and Google Cloud. Ability to collaborate seamlessly across teams or disciplines to troubleshoot and solve problems. Prior experience in a DevOps, Software Engineering, or Technical Support role. Bonus points if you have Experience with additional IaaS platforms like Azure or Google Cloud Platform. Certifications in Java, Python, K8S. Familiarity with New Relic products. Comfort in analyzing and interpreting system/application logs. Please note that visa sponsorship is not available for this position. 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 jus ... (truncated, view full listing at source)