Technical Support Engineer - 0881

New Relic, Inc.; Bengaluru; On-site; INR 1,400,000 - 1,800,000; Full time

Job summary

New Relic, Inc. is seeking a Technical Support Engineer to own the customer post-incident experience, troubleshooting across Front-End Products or APM. You will work closely with cross-functional teams to resolve complex issues and advocate for customers.

The role emphasizes learning, collaboration, and delivering high CSAT while contributing feedback on features and bugs. Visa sponsorship not available; flexible work options include office, remote, or hybrid.

Qualifications

• Customer-facing role with strong communication and problem-solving skills.
• Proficient in troubleshooting across front-end and backend tech stacks.
• Experience collaborating across teams to resolve complex issues.

Responsibilities

• Troubleshoot customer issues across Front-End or APM products.
• Collaborate with software engineering to resolve advanced issues and provide feedback.
• Guide customers through installation, configuration and data exploration requests.
• Maintain KPIs including TTR, SLA, and CSAT with management.

Skills

Front-End Knowledge

Language Expertise: Java/.NET/PHP/Pyth

Analytical Mindset

Collaboration

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!

Role Definition & Impact

As a Technical Support Engineer, you will own the customer post-incident experience by troubleshooting technical issues across either our Front-End Products (Mobile, Browser, Synthetics, Synthetics Job Manager) OR our Application Performance Management (APM) Products (Java, .NET, Python, Node.js, Ruby agents).

Core Expectations

• Complex Problem Solving: Collaborate across teams to assist in solving complex technical customer problems across our product suite.
• Customer Advocacy: Support New Relic customers by resolving various installation, configuration, and data exploration requests while displaying genuine empathy.
• Cross-Functional Collaboration: Work closely with our software engineering teams to resolve advanced customer issues and act as an advocate to our Product Organization by providing feedback on feature requests and bugs.
• Continuous Learning: Advance your skills through additional training and exposure to other features, languages, and capabilities of our products.

First-Year Goals

• Master the Stack: Learn how to collaborate within the team and leverage knowledge resources to effectively troubleshoot and solve customer installation, configuration, and data exploration requests.
• Drive Operational Excellence: Partner closely with your direct manager to maintain healthy Support KPIs, including Productivity, Time to Resolution (TTR), SLA adherence, and CSAT.

Must-Have Requirements

• Customer Delight: A genuine passion for helping customers, even those who are having a challenging day.
• Front-End Knowledge: Solid understanding of front-end web development and the ability to confidently navigate JavaScript OR Language Expertise: Strong troubleshooting skills in one or more of the following languages: Java, .NET, PHP, or Python.
• Analytical Mindset: Honed troubleshooting skills with the ability to get creative when the answer isn't obvious.
• Collaboration: Proven experience collaborating across teams or subject areas to solve technical puzzles.

Nice-to-Have Requirements

• A good understanding of Linux-based web hosting and Linux environments (services, permissions, and file manipulation).
• Knowledge of programming or supporting customers in Ruby, Node.js, GoLang, or similar languages.
• Experience working as a Technical Support Engineer within Enterprise or SaaS companies.
• Prior hands-on experience using New Relic products.
• Basic level of hands-on coding experience.

Core Behaviors & Values

• Behaviors: Collaboration, communication, growth mindset, customer focus, and active knowledge sharing.
• Our Values: Bold, Passionate, Authentic, Connected, Accountable, and Cross-cultural awareness.

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

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.