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New Relic is seeking a Technical Support Engineer to join its global observability platform team in Bangalore. In this role, you will own the customer post-incident experience by troubleshooting technical issues across either Front-End Products (Mobile, Browser, Synthetics, Synthetics Job Manager) or Application Performance Management (APM) Products (Java, .NET, Python, Node.js, Ruby agents).
You will engage in complex problem-solving by collaborating across teams to resolve advanced technical customer issues. Your responsibilities include supporting New Relic customers with installation, configuration, and data exploration requests while demonstrating genuine empathy and customer advocacy. You will work closely with software engineering teams to escalate and resolve complex issues, and provide feedback to the Product Organization on feature requests and bugs.
In your first year, you will master the product stack and learn to leverage team knowledge resources to troubleshoot customer issues effectively. You will partner with your manager to maintain healthy Support KPIs including Productivity, Time to Resolution (TTR), SLA adherence, and Customer Satisfaction (CSAT). The role emphasizes continuous learning, with exposure to multiple product features, languages, and capabilities.
New Relic values collaboration, communication, growth mindset, customer focus, and active knowledge sharing. The company operates with a flexible workforce model supporting fully office-based, fully remote, or hybrid work arrangements.
**Requirements:**
Must-Have:
- Genuine passion for helping customers and customer delight orientation
- Solid understanding of front-end web development and confident navigation of JavaScript, OR strong troubleshooting skills in one or more of: Java, .NET, PHP, Python
- Honed troubleshooting skills with ability to think creatively when answers aren't obvious
- Proven experience collaborating across teams or subject areas to solve technical problems
Nice-to-Have:
- Good understanding of Linux-based web hosting and Linux environments (services, permissions, file manipulation)
- Knowledge of programming or supporting customers in Ruby, Node.js, GoLang, or similar languages
- Experience as a Technical Support Engineer in Enterprise or SaaS companies
- Prior hands-on experience using New Relic products
- Basic hands-on coding experience
Note: Visa sponsorship is not available for this position.
