BENGALURU · FULLTIME
Technical Support Engineer - 0881
New Relic One
Bengaluru · onsite · Posted 4d ago
Sourced from
Undisclosed1–5 yrsfulltimeBengaluru
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Section · 01
About this role
Job Summary
Role Definition Impact
Core Expectations
First-Year Goals
Must-Have Requirements
Nice-to-Have Requirements
Core Behaviors Values
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
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.
- 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.
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
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Section · 02
Skills
CSATobservabilityEligibility VerificationExportencryptionnew relicrubyApmProgramminghostingapplication performance managementGolangExport CompliancePythonJavascriptPHPNode.JsJavacomplianceadvocacyLinuxArtificial Intelligence
Section · Company
About New Relic One
New Relic One
Education & Training
Bangalore / Bengaluru, Karnataka
India
₹35L PA avg
Avg at New Relic One
About
New Relic provides customers with real-time insights to innovate faster. The software delivers observability tools across various technologies and distributed systems. This enables software engineering teams to quickly identify, understand, and tackle issues, analyze performance, and optimize their software and infrastructure.
Employee ratings
6 reviews
2.7/ 5
Culture
3.0
Career growth
2.8
Work-life
3.2
Employees rate it well for
Compensation & Benefits39Overall Company27
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