Technical Support Engineer

New Relic Boise
technical technical support engineer usa technical new relic engineer technical support remote new york city software data flex
November 23, 2022
New Relic
Boise
FULL_TIME, FULL_TIME
Technical Support Engineer - Alerts


Technical Support Engineer - Alerts
Technical Support Engineer

Req ID

FY23|COS|#4628

Location(s)

Boise, Idaho, USA; Boulder, Colorado, USA; Chandler, Arizona, USA; Denver, Colorado, USA; Jackson, Wyoming, USA; Las Vegas, Nevada, USA; Littleton, Colorado, USA; Ogden, Utah, USA; Phoenix, Arizona, USA; Portland, Oregon, USA; Provo, Utah, USA; Reno, Nevada, USA; Salt Lake City, Utah, USA; Vancouver, Washington, USA; Veteran, Wyoming, USA;

Work arrangement(s)

Fully Remote (works exclusively from home)

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 helping customers through their never-seen-before technical issues.

We are serious about keeping our skills sharp, so we can provide world-class assistance in a constantly evolving technical landscape.

We emphasize training, knowledge and customer empathy - your learning opportunities will never end


This person will collaborate with other Support Engineers to creatively and relentlessly solve customer problems, while honing your technical skills.

You will use your insight and imagination to help us identify recurring or systemic problems and suggest ways we might address them.

What you'll do

  • Collaborate across teams to solve complex technical customer problems across the product suite.
  • Work closely with our software engineering teams to resolve escalated customer issues.
  • Support New Relic customers by solving various installation, configuration, and data exploration requests.
  • Be a supporter for our customers to our Product Organization by providing feedback on feature requests and bugs that could improve the customer experience of the platform.
  • Advance your abilities through additional training and exposure to the platform features.
This role requires

  • 12 years of experience handling support issues in a customerfacing role, or relevant experience
  • Is familiar with web development, principles of software development, API calls and writing SQL statements
  • Can demonstrate expert troubleshooting skills
  • Demonstrates a high level of empathy even with customers who are having a bad day
  • Collaborates easily across teams or subject areas to solve problems
  • Can get creative when the answer is not obvious
  • This opening is for a position working midshift hours, Monday-Friday 8am5pm PT, remote in PST or MST timezone. Working occasional weekend days or holidays may be required on an asneeded basis.
Bonus points if you have

  • Experience working in a NOC and/or QA environment
  • Experience using GraphQL
  • Experience as a Technical Support Engineer in Enterprise or SaaS companies
  • AWS or Azure Cloud Certifications
  • Experience in programming or supporting customers in any of the following computer languages: Java, .NET, Ruby, Python, Node, GO.
  • Experience with New Relic products


We're looking for bold and passionate people to be a part of our mission to help every engineer do their best work, every day, using data, not opinions, at every stage of the software lifecycle.

We'd love to have you apply, even if you don't feel you meet every single requirement.

What's most important to us is finding authentic and accountable people who feel connected to our mission and values, not just candidates who check off all the boxes.

We believe in empowering all Relics to achieve professional and business success through a workforce model called Flex First. The Flex First model allows us to work in a variety of
workplaces that best support our success, including fully office-based, fully remote, or a combination of both.

Read more about Flex First and New Relic's
vaccine policy as part of our commitment to maintaining a safe and healthy workplace in light of the COVID-19 pandemic at


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

In compliance with applicable law, all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification


Note:

Our stewardship of the data of thousands of customers' means that a criminal background check is required to join New Relic.

We will consider qualified applicants with arrest and conviction records based on individual circumstances and in accordance with applicable law including, but not limited to, the San Francisco Fair Chance Ordinance

Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers.

New Relic does not accept unsolicited headhunter and agency resumes, and will not pay fees to any third-party agency or company that does not have a signed agreement with New Relic.

New Relic is an equal opportunity employer.

We eagerly seek applicants of diverse background and hire without regard to race, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities (or disability), age, sexual orientation, veteran status, or any other characteristic protected by law.

Interested in the details of our privacy policy? Read more here:


Estimated Base Pay Range:
$ 62,000 - $ 78,000 (for Colorado and New York City based roles only)

Consistent with New Relic's values and applicable law, we provide the following information to promote pay transparency and equity.

The base pay range above represents a good faith estimate of the low and high end base pay range for the listed position if based in Colorado or New York City.

This role may be eligible for the corporate bonus plan (or, if a sales role, a commission plan as defined in the sales incentive plan document), participation in our stock equity plan, short- and long-term incentives, and other department-specific awards that may be applicable.

In addition, New Relic provides a variety of benefits to employees.

Please note that this information is provided for those hired in Colorado or New York City only, and this role is open to candidates outside of Colorado and New York City with compensation that aligns with your location.

The range provided may also represent candidate ranges and may not reflect the full range or geographic differential for an individual tenured employee.

Wage - midpoint

78,000

Wage - minimum

62,000

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