Technical Support Engineer

Newrelic; Bengaluru; Remote; INR 600,000 - 1,000,000; Full time

Job summary

New Relic is hiring for a technical support role focused on helping customers optimize their use of our observability platform. You will collaborate with engineering teams to resolve complex issues, assist with installations and configurations, and provide empathetic, high-quality service across the product suite.

The role emphasizes strong diagnostic skills, the ability to interpret logs, and proactive communication with customers.

Qualifications

• Experience in technical customer support or software products.
• Strong communication skills and problem-solving mindset.
• Willingness to learn and adapt to new features and tools.

Responsibilities

• Collaborate across teams to solve complex technical customer problems across our product suite.
• Provide strong analytical and technical troubleshooting to resolve issues.
• Deliver impeccable customer service with genuine empathy for customers.
• Work with software engineering teams to resolve advanced customer issues.
• Assist customers with installation, configuration, and data exploration requests.
• Advocate for customers by sharing feedback to the Product Organization.

Skills

Analytical thinking

Technical troubleshooting

Customer service empathy

Cross-team collaboration

Tools

New Relic platform knowledge

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!

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

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.

Qualified applicants may inquire about visa sponsorship (including transfer of a current H-1B visa), but the company does not support or sponsor O-1, F-1, or J-1 visas, or candidates who require commencement of an H-1B "cap case" petition for future work authorization. This position is to be filled as soon as possible.**

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, theSan 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.

Review our Applicant Privacy Notice athttps://the company.com/termsandconditions/applicant-privacy-policy