Technical Support Engineer

Your opportunity

As a Technical Support Engineer, you will be a technical leader with specialty knowledge in Java/.net/php/python/ruby/nodejs/go/C agent-related and some of program language issues. As a key point-person for your team, you operate with an “I got this” mindset and own driving issue resolution within your area of expertise. You support the growth of others through tangible contributions in your specialty area(s) via training, mentoring, knowledge creation and teamwork on customer issues. You partner strategically as a “voice of the customer” advocate to ensure the delivery of excellent customer experiences throughout the customer lifecycle. Using a broad view, you balance customer happiness with business needs for the best outcomes!What you'll do

• Act as a technical leader, mastering New Relic products and technical topics within New Relic agent while also maintaining a solid overall breadth of knowledge in order to help customers navigate and optimize the entire NR platform
• Put the customer experience first while resolving customer issues and meeting business goals (e.g. drive team workflow efficiencies, faster MTTR)
• Effectively lead internal projects, including Support-readiness initiatives
• Identify code breakpoints and work multi-functionally to ensure resolution
• Share knowledge through multiple mediums and channels to uplevel other Support Engineers
• Strategically engage with other departments, to effectively represent both Support and the “voice of the customer”
  
  

This role requires

Must-have:

• You have a deep understanding of system operation, programming languages, application/infrastructure and computer science related knowledge, including experience with above
• You have experience with programming and infrastructure-related technologies including cloud computing
• Native level of Japanese communication (speaking/reading/writing)
• Intermediate level of English (reading/writing)

Nice to have:

• Development experience or knowledge of RUM(Mobile, Browser)
• Advanced level of English (speaking/reading/writing)

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 [email protected].

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.

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.

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