Senior Technical Support Engineer - Infrastructure - Remote

Overview

This role is key to helping our customers love New Relic by troubleshooting technical customer issues with New Relic Infrastructure Products. By clearing technical blockers, Technical Support Engineers help to ensure our products are performing to their designed specification, get their data into New Relic, and realize the value of their investment in our platform.

In Short

• 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
• Advance your skills through additional training and exposure to other features and capabilities of our Products

Requirements

• Proved experience in Technical Support Engineering role
• 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
• Knowledgeable about AWS and containerization technologies such as Docker and Kubernetes
• Can demonstrate authoritative troubleshooting skills and can get creative when the answer is not obvious

Benefits

• Fostering a diverse, welcoming and inclusive environment
• Flexible workforce model allowing various workplaces