Observability Platform Support Engineer

United States Digital Space LLC; Dublin; On-site; EUR 70,000 - 90,000; Full time

Job summary

New Relic is seeking a Support Engineer to help customers navigate complex infrastructure issues and to provide expert assistance on our product suite. You’ll collaborate with engineering, DevOps, and customer teams to resolve installation, configuration, and data exploration requests.

The role emphasizes empathy, strong troubleshooting, and continuous learning through training and exposure to New Relic capabilities across cloud environments (AWS, Azure, Google).

Qualifications

• Experience providing end-user software support via email/phone/social media.
• Experience with Linux-based hosting and Linux environments (services, permissions, file manipulation).
• Knowledge of AWS and containerisation technologies (Docker, Kubernetes).
• Understanding of web servers and cloud hosting services (AWS, Azure, Google).

Responsibilities

• Collaborate across teams to solve complex technical customer problems across our product suite.
• Strong analytical and technical troubleshooting skills.
• Impeccable customer service skills with genuine empathy.
• Work closely with software engineering teams to resolve advanced customer issues.
• Support customers by resolving installation, configuration, and data exploration requests.
• Provide feedback on features and bugs to improve the customer experience.
• Advance skills through training and exposure to more product features.

Skills

Linux

AWS

Docker

Kubernetes

JavaScript

OpenShift

Ansible

Customer empathy

Problem solving

Tools

Docker

Kubernetes

OpenShift

Ansible

Chef

Puppet

Job description

New Relic is seeking a Support Engineer to help customers navigate complex infrastructure issues and to provide expert assistance on our product suite. You’ll collaborate with engineering, DevOps, and customer teams to resolve installation, configuration, and data exploration requests.

The role emphasizes empathy, strong troubleshooting, and continuous learning through training and exposure to New Relic capabilities across cloud environments (AWS, Azure, Google).