Technical Support Manager

New Relic; Deutschland; Hybrid; EUR 90.000 - 130.000; Vollzeit

Zusammenfassung

New Relic is seeking an experienced Technical Support Manager to lead a highly skilled engineering support team focused on delivering exceptional customer experiences. You will partner with the VP of EMEA & APJ Support Engineering to align operations with broader customer experience objectives.

We value diverse, equitable teams and leaders who drive continuous improvements while supporting the growth and well-being of their people. Visa sponsorship is not available for this position.

Qualifikationen

• Proven experience leading people and running operational strategies for technical support teams.
• Clear dedication to a supportive culture balancing metrics with employee satisfaction.
• Ability to gather and interpret data to identify systemic issues and improve processes.
• Strong interpersonal and coaching skills bridging technical and business needs.
• Experience with enterprise support ecosystems (Salesforce, ServiceCloud, Tableau).

Aufgaben

• Coach and mentor a team of support engineers to advance careers.
• Lead day-to-day operations and adapt team structures to meet customer needs.
• Collaborate with global Support Management to meet SLAs and drive customer satisfaction.
• Serve as point of contact for escalations, ensuring timely resolution.
• Drive cross-functional programs to simplify processes and deliver measurable outcomes.
• Participate in on-call rotation to maintain premier service delivery.

Kenntnisse

Management

Inclusive leadership

Analytical problem solving

Empathetic communication

System familiarity

Tools

Salesforce

ServiceCloud

Google Workspace

Tableau

Jobbeschreibung

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

We are looking for an experienced Technical Support Manager to cultivate and lead a collaborative, deeply technical engineering team dedicated to delivering an exceptional, memorable customer experience. Working closely with the Vice President of EMEA & APJ Support Engineering, this leader will hold accountability for their team's operational goals while partnering across the wider customer experience landscape, including Engineering, Product, and Go-To-Market (GTM) teams.

Our management team thrives on a foundation of equity, growth, and intersectional diversity. We are committed to building an environment where everyone can bring their authentic selves to work. We value leaders who possess a track record of learning from complex challenges, fostering positive culture, and showing deep dedication to the success of others.

What you'll do

• Empower & Develop: Coach and mentor a highly skilled team of support engineers, facilitating individual career progression and fostering a team dynamic where everyone has the opportunity to do their best work.
• Operational Leadership: Guide day-to-day operations to ensure team structures adapt dynamically to evolving customer and business needs.
• Strategic Collaboration: Partner with the global Support Management cohort to collectively achieve service level objectives and champion initiatives that drive customer satisfaction and supportability.
• Advocate for the Customer: Act as a dependable point of contact for customer escalations, ensuring critical issues are effectively resourced, investigated, and brought to a timely resolution.
• Drive Progress: Lead cross-functional programs and projects, iterating on operational strategies to simplify processes and deliver high-impact business outcomes.
• Operational Continuity: Participate in an on-call rotation to maintain premier service delivery standards.

This role requires

• Proven Management Expertise: Proven experience in leading people, nurturing talent, and running operational strategies for responsive technical support teams.
• Inclusive Leadership Focus: A clear dedication to cultivating a supportive, positive culture where metrics are balanced with employee satisfaction and collaborative growth.
• Analytical Problem Solving: Proficiency in gathering, interpreting, and leveraging data to identify systemic problems, optimize workflows, and drive continuous process improvements.
• Empathetic Communication: Strong interpersonal and coaching skills, with the ability to bridge technical complexities and business requirements while bringing teams along on strategic journeys.
• System Familiarity: Practical experience navigating enterprise operational platforms and customer support ecosystems (such as Salesforce, ServiceCloud, Google Workspace, or Tableau).

Bonus points if you have

• Prior experience managing support delivery within a high-tech, fast-growth SaaS environment.
• Proven capability collaborating with international or multi-functional stakeholders to align product roadmaps with customer health indicators.
• Familiarity with software industry trends, modern observability solutions, or Application Performance Management (APM) systems.

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

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 [e-mail] .

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 …