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 Support Engineer you know more about our products than any other function, and you feel a sense of pride and happiness helping customers through their never-seen-before technical issues. We are serious about keeping our skills sharp, so we can provide extraordinary assistance in a constantly evolving technical landscape. We emphasize training, knowledge, collaboration and customer empathy, your learning opportunities are vast!

You will collaborate with fellow Support Engineers to creatively and passionately seek customer problems, while honing your technical skills. You will use your insight and inventiveness to help us identify recurring or systemic problems and suggest ways we might address them. You are committed to equity and inclusion, and eager to work with a team that cultivates and celebrates intersectional diversity.

What you'll do

• This role specifically will need to be a technical leader in the Java and .Net APM agents and Alerts (or able to ramp up quickly), eventually jumping in with agents such as Node, GO, PHP, Python.
• Support New Relic customers by solving complex installation, configuration, and data exploration requests.
• Increase your skill set through additional training and exposure to other programming languages featured in our product suite.
• Advocate for our customers to our Product Organization by providing feedback on feature requests and bugs to improve the customer experience.
• Contribute to both internal and customer-facing documentation and Knowledge Centered Support (KCS).
• This opening is for a position working day shift hours of 8am-5pm PT Mon-Fri. You may be located in ET, CT, MT or PT time zones and committed to working PT hours. Working occasional weekend days or holidays may be required on an as-needed basis.

This role requires

• Knowledgeable in troubleshooting programming languages and network essentials. Open Telemetry, Distributed Tracing, Java, .Net and Node are our higher demand Communities of Practice for this role, but also possible are Python, GO, PHP and Ruby.
• Familiar with AWS and containerization technologies such as Docker and Kubernetes
• Experience building, maintaining, and/or testing applications in an enterprise environment.
• Can demonstrate well-developed troubleshooting skills and can get creative when the answer is not obvious.
• You exhibit a high level of empathy—even with customers who are having a bad day.
• A passion for sharing your knowledge for the benefit of those around you, demonstrating a true growth mentality that encourages teammates to seek you out as a mentor. You mentor and pair with team members to facilitate mutual growth.

Bonus points if you have

• 1-2 years experience delighting customers in a technical support role with Back-End programming languages; specific to this role Java, Open Telemetry, and Distributed Tracing to start, and at least 1-2 more object-oriented programming languages that are offered in the New Relic Agents.
• You have worked in a DevOps environment or Software Engineering role
• You are AWS or Azure Cloud Certified.
• Experience working with observability tools like New Relic's platform as well as Logstash, Elastic, AWS Lambda, or Azure Functions.
• You have programmed in, or supported customers in, any of the following languages/frameworks: .NET, PHP, Node.js, Python, Ruby, GO.

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

#LI-MM1 #LI-Remote

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 just candidates who check off all the boxes.

If you require a reasonable accommodation to complete any part of the application or recruiting process, please reach out to resume@newrelic.com.

We believe in empowering all Relics to achieve professional and business success through a flexible workforce model. This model allows us to work in a variety of workplaces that best support our success, including fully office-based, fully remote, or hybrid.

Our hiring process

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 develops and distributes encryption software and technology that complies with U.S. export controls and licensing requirements. Certain New Relic roles require candidates to pass an export compliance assessment as a condition of employment in any global location. If relevant, we will provide more information later in the application process.

Candidates are evaluated based on qualifications, regardless of race, religion, ethnicity, national origin, sex, sexual orientation, gender expression or identity, age, disability, neurodiversity, veteran or marital status, political viewpoint, or other legally protected characteristics.

Review our Applicant Privacy Notice at https://newrelic.com/termsandconditions/applicant-privacy-policy