Technical Support Engineer

New Relic, Inc.; Dublin; On-site; EUR 60,000 - 85,000; Full time

Benefits offered by this job

Flexible work model

Hybrid/Remote options

Career training opportunities

Job summary

New Relic, Inc. is seeking a Support Engineer in Ireland to assist customers with installation, configuration and data exploration tasks. You will work with multiple teams to resolve complex problems, leveraging strong troubleshooting skills and a customer-centric approach.

In this role you’ll collaborate with software engineers, provide feedback on features, and continuously expand your knowledge of New Relic products. A flexible, hybrid/remote work model is supported.

Qualifications

• Has a track record of providing superior end-user software support via email, phone, and social media.
• Love delighting customers, even those who are having a tough day.
• Experience building, maintaining, and/or monitoring servers in an enterprise environment.
• A good understanding of Linux-based web hosting and Linux environments (services, permissions, and file manipulation).
• Knowledgeable about AWS and containerisation technologies such as Docker and Kubernetes.
• Has experience with web technologies and cloud infrastructures: Web Servers (Windows or Linux), OS Distributions, network and systems troubleshooting tools.

Responsibilities

• Collaborate across teams to assist in solving complex technical customer problems across our product suite
• Strong analytical and technical troubleshooting skills
• Impeccable customer service skills and display genuine empathy towards customers.
• Work closely with our software engineering teams to resolve advanced customer issues.
• Support New Relic customers by resolving various installation, configuration, and data exploration requests.
• Be an advocate for our customers to our Product Organization by providing feedback on feature requests and bugs that improve the customer experience of the New Relic platform.
• Advance your skills through additional training and exposure to other features and capabilities of our Products

Skills

Customer support

Analytical thinking

Empathy for customers

Team collaboration

Linux basics

Web hosting concepts

Cloud platforms

AWS experience

Docker

Kubernetes

Tools

Docker

Kubernetes

OpenShift

Ansible

Chef

Puppet

Job description

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

As a New Relic Support Engineer, you know more about our products than any other function and you feel a sense of pride and satisfaction in helping customers through their never-seen-before technical issues. We are serious about keeping our skills sharp so that we can provide outstanding assistance in a constantly evolving technical landscape. We emphasize training, knowledge and customer empathy, your learning opportunities will never end. Are you ready to become our next Support Engineer passionate about today’s Infrastructure issues?

What you'll do

• Collaborate across teams to assist in solving complex technical customer problems across our product suite
• Strong analytical and technical troubleshooting skills
• Impeccable customer service skills and display genuine empathy towards customers.
• Work closely with our software engineering teams to resolve advanced customer issues.
• Support New Relic customers by resolving various installation, configuration, and data exploration requests.
• Be an advocate for our customers to our Product Organization by providing feedback on feature requests and bugs that improve the customer experience of the New Relic platform.
• Advance your skills through additional training and exposure to other features and capabilities of our Products

This role requires

• Has a track record of providing superior end-user software support via email, phone, and social media
• Love delighting customers, even those who are having a tough day!
• Experience building, maintaining, and/or monitoring servers in an enterprise environment.
• A good understanding of Linux-based web hosting and Linux environments (services, permissions, and file manipulation).
• Knowledgeable about AWS and containerisation technologies such as Docker and Kubernetes.
• Has experience with web technologies and cloud infrastructures: Web Servers (Windows or Linux), OS Distributions, network and systems troubleshooting tools, web development platforms, cloud hosting services like AWS, Azure, Google, etc.
• Has working knowledge of container management software such as Docker, Kubernetes, OpenShift, etc.
• Understands the concept and use of automation/configuration management using tools like Ansible, Chef, Puppet or an equivalent
• Collaborates easily across teams or disciplines to solve problems

Bonus points if you have

• Experience with other IaaS platforms such as Azure, GCP, etc.
• AWS, GCP, Azure Cloud Certified or CKA certified.
• Experience in Network, System, Database Administration.
• Experience in a DevOps environment, Software Engineering role or Technical Support role.
• Experience with New Relic products
• Being comfortable analyzing and interpreting system/application logs

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

We're looking for bold and passionate people to be a part of our mission to create more perfect software. We'd love to have you apply, even if you don't feel you meet every single requirement. What's most important to us is finding authentic and accountable people who feel connected to our mission and values, not just candidates who check off all the boxes.

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 thousands of customers means that a criminal background check is required to join New Relic.

We will consider qualified applicants with arrest and conviction records based on individual circumstances and in accordance with applicable law including, but not limited to, the San Francisco Fair Chance Ordinance.

Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. New Relic does not accept unsolicited headhunter and agency resumes, and will not pay fees to any third-party agency or company that does not have a signed agreement with New Relic.

New Relic develops and distributes encryption software and technology that complies with U.S. export controls and licensing requirements. Certain New Relic roles require candidates to pass an export compliance assessment as a condition of employment in any global location. If relevant, we will provide more information later in the application process.

Candidates are evaluated based on qualifications, regardless of race, religion, ethnicity, national origin, sex, sexual orientation, gender expression or identity, age, disability, neurodiversity, veteran or marital status, political viewpoint, or other legally protected characteristics.