Lead Technical Support Manager — AI-First SaaS

Newrelic; Dublin; Hybrid; EUR 90,000 - 140,000; Full time

Job summary

New Relic is seeking an experienced Technical Support Manager to cultivate and lead a deeply technical engineering team delivering a standout customer experience. You will partner with the VP of EMEA & APJ Support Engineering to align operational goals with broader Customer Experience initiatives.

Our inclusive culture values equitable growth, servant leadership and data-driven improvements. This role requires coaching, strategic collaboration across functions, and participation in an on-call

Qualifications

• Proven experience leading technical support teams.
• Ability to analyze data to identify systemic problems and drive improvements.
• Strong interpersonal and coaching skills.
• Experience with enterprise support platforms.

Responsibilities

• Coach and mentor a team of support engineers, fostering career progression.
• Guide day-to-day operations to adapt to customer and business needs.
• Partner with global Support Management to meet SLAs and drive customer satisfaction.
• Act as escalation contact, ensuring issues are resourced and resolved.
• Lead cross-functional programs to simplify processes and deliver outcomes.
• Participate in an on-call rotation to maintain premier service delivery.

Skills

Management

Leadership

Analytics

Communication

System familiarity

Tools

Salesforce

ServiceCloud

Google Workspace

Tableau

Job description

New Relic is seeking an experienced Technical Support Manager to cultivate and lead a deeply technical engineering team delivering a standout customer experience. You will partner with the VP of EMEA & APJ Support Engineering to align operational goals with broader Customer Experience initiatives.

Our inclusive culture values equitable growth, servant leadership and data-driven improvements. This role requires coaching, strategic collaboration across functions, and participation in an on-call