Technical Support Engineer - 0881

Newrelic; Bengaluru; Hybrid; INR 600,000 - 900,000; Full time

Job summary

New Relic is seeking a Technical Support Engineer in Bengaluru (hybrid) to handle post-incident customer experiences across Front-End or APM product suites. You will troubleshoot issues, resolve configuration requests, and collaborate with engineering to drive product improvements.

The role requires strong front-end knowledge, expertise in JavaScript or one of Java, .NET, PHP, or Python, and a customer-first attitude. Visa sponsorship is not available.

Qualifications

• Passion for helping customers and a can-do attitude.
• Strong front-end knowledge with JavaScript proficiency.
• Experience troubleshooting in Java, .NET, PHP, or Python.

Responsibilities

• Troubleshoot complex technical issues across New Relic products.
• Advocate for customers by resolving installation and configuration requests.
• Collaborate with software engineering to report bugs and provide product feedback.
• Continuously learn and expand product knowledge.

Skills

Front-End Web Dev

JavaScript

Programming Languages

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 bytroubleshooting 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 complextechnical 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 toresolve advanced customer issues and act as an advocate to our Product Organizationby providing feedback on feature requests and bugs.
• Continuous Learning: Advance your skills through additional training and exposure toother features, languages, and capabilities of our products.

First-Year Goals

• Master the Stack: Learn how to collaborate within the team and leverage knowledgeresources to effectively troubleshoot and solve customer installation, configuration, anddata exploration requests.
• Drive Operational Excellence: Partner closely with your direct manager to maintainhealthy 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 arehaving a challenging day.
• Front-End Knowledge: Solid understanding of front-end web development and theability to confidently navigate JavaScript OR Language Expertise: Strongtroubleshooting skills in one or more of the following languages: Java, .NET, PHP, orPython.
• Analytical Mindset: Honed troubleshooting skills with the ability to get creative whenthe answer isn't obvious.
• Collaboration: Proven experience collaborating across teams or subject areas to solvetechnical 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, orsimilar languages.
• Experience working as a Technical Support Engineer within Enterprise or SaaScompanies.
• 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 activeknowledge sharing.
• Our Values: Bold, Passionate, Authentic, Connected, Accountable, and Cross-culturalawareness.

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, 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