Global Tech Support Manager – Observability & CX

New Relic; Dublin; Hybrid; EUR 110,000 - 140,000; Full time

Benefits offered by this job

Hybrid/remote options

Job summary

New Relic is seeking an experienced Technical Support Manager to lead a highly skilled engineering support team and partner with Engineering, Product, and GTM groups. You will shape operational strategy, foster a collaborative culture, and drive excellent customer outcomes across our AI-first observability platform.

The role emphasizes equity, growth, and inclusion, with on-call responsibilities and a flexible work model supporting fully remote, hybrid, or office-based arrangements.

Qualifications

• Proven experience leading technical support teams.
• Commitment to building a positive team culture.
• Strong ability to analyze data and drive improvements.

Responsibilities

• Coach and mentor a team of support engineers for career progression.
• Lead day-to-day operations and adapt to changing needs.
• Collaborate with global Support Management to meet SLAs and customer satisfaction.
• Serve as escalation contact and ensure timely resolutions.
• Drive cross-functional programs to simplify processes and deliver outcomes.
• Participate in on-call rotation to ensure premier service delivery.

Skills

Management experience

Inclusive leadership

Analytical problem solving

Empathetic communication

System familiarity

Tools

Salesforce

ServiceCloud

Google Workspace

Tableau

Job description

New Relic is seeking an experienced Technical Support Manager to lead a highly skilled engineering support team and partner with Engineering, Product, and GTM groups. You will shape operational strategy, foster a collaborative culture, and drive excellent customer outcomes across our AI-first observability platform.

The role emphasizes equity, growth, and inclusion, with on-call responsibilities and a flexible work model supporting fully remote, hybrid, or office-based arrangements.