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.

Proven experience delivering 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.

Technical Support Engineer

Key skills