Global SaaS Technical Support Manager - Observability

New Relic, Inc.; Dublin; Hybrid; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Flexible work model

Job summary

New Relic, Inc. is seeking an experienced Technical Support Manager to lead a highly technical engineering team focused on delivering an exceptional customer experience. You will partner with the VP of EMEA & APJ Support Engineering to align operations with strategic goals.

You will coach, mentor, and develop engineers while coordinating with Engineering, Product, and GTM teams to improve customer satisfaction and supportability across a global footprint.

Qualifications

• Proven experience in leading people and running operational strategies for responsive technical support teams.
• A clear dedication to cultivating a supportive, positive culture where metrics are balanced with employee satisfaction and collaborative growth.
• Proficiency in gathering, interpreting, and leveraging data to identify systemic problems and drive continuous improvements.
• Strong interpersonal and coaching skills bridging technical complexities and business requirements.

Responsibilities

• Coach and mentor a highly skilled team of support engineers, facilitating career progression and fostering a collaborative environment.
• Guide day-to-day operations to ensure team structures adapt to evolving customer and business needs.
• Partner with the global Support Management cohort to achieve service level objectives and drive customer satisfaction and supportability.
• Act as a dependable point of contact for customer escalations, ensuring issues are resourced, investigated, and resolved timely.
• Lead cross‑functional programs and projects, iterating on operational strategies to simplify processes and deliver high‑impact outcomes.
• Participate in an on‑call rotation to maintain premier service delivery standards.

Skills

Management expertise

Inclusive leadership

Analytical problem solving

Empathetic communication

Enterprise support systems

Tools

Salesforce

Service Cloud

Google Workspace

Tableau

Job description

New Relic, Inc. is seeking an experienced Technical Support Manager to lead a highly technical engineering team focused on delivering an exceptional customer experience. You will partner with the VP of EMEA & APJ Support Engineering to align operations with strategic goals.

You will coach, mentor, and develop engineers while coordinating with Engineering, Product, and GTM teams to improve customer satisfaction and supportability across a global footprint.