Technical Support Engineer

Overview

Own the customer post-incident experience by troubleshooting technical issues across either New Relic's Front-End Products (Mobile, Browser, Synthetics, Synthetics Job Manager) or its Application Performance Management (APM) Products (Java, .NET, Python, Node.js, Ruby agents).

What you'll do

• Collaborate across teams to help solve complex technical customer problems across the product suite.
• Support customers by resolving installation, configuration, and data exploration requests while displaying genuine empathy.
• Work closely with software engineering teams to resolve advanced customer issues.
• Act as an advocate to the Product Organization by providing feedback on feature requests and bugs.
• Advance your skills through additional training and exposure to other features, languages, and capabilities of the products.
• In your first year, master the stack by leveraging knowledge resources to troubleshoot and solve customer requests effectively.
• In your first year, partner with your direct manager to maintain healthy Support KPIs, including Productivity, Time to Resolution (TTR), SLA adherence, and CSAT.

What you'll need

• A genuine passion for helping customers, even those having a challenging day.
• Solid understanding of front-end web development and the ability to confidently navigate JavaScript, or strong troubleshooting skills in one or more of the following languages: Java, .NET, PHP, or Python.
• Honed analytical troubleshooting skills with the ability to get creative when the answer isn't obvious.
• Proven experience collaborating across teams or subject areas to solve technical puzzles.

Nice to have

• A good understanding of Linux-based web hosting and Linux environments (services, permissions, and file manipulation).
• Knowledge of programming or supporting customers in Ruby, Node.js, GoLang, or similar languages.
• Experience working as a Technical Support Engineer within Enterprise or SaaS companies.
• Prior hands-on experience using New Relic products.
• Basic level of hands-on coding experience.

Details

• Location: Bangalore, India.
• Visa sponsorship is not available for this position.