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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 collaborate across teams to solve complex technical customer problems, providing genuine empathy and support for installation, configuration, and data exploration requests. You'll work closely with software engineering teams to resolve advanced issues and act as a customer advocate to the Product Organization by providing feedback on feature requests and bugs.
Core responsibilities include complex problem-solving, customer advocacy, cross-functional collaboration with engineering teams, and continuous learning to advance your skills across the product suite. In your first year, you'll master the technical stack, learn to leverage knowledge resources effectively, and partner with your manager to maintain healthy Support KPIs including Productivity, Time to Resolution (TTR), SLA adherence, and CSAT.
Must-have qualifications include a genuine passion for helping customers, solid understanding of front-end web development with JavaScript proficiency OR strong troubleshooting skills in Java, .NET, PHP, or Python. You'll need an analytical mindset with honed troubleshooting skills and proven experience collaborating across teams to solve technical problems.
Nice-to-have qualifications include understanding of Linux-based web hosting environments, knowledge of Ruby, Node.js, or GoLang, prior experience as a Technical Support Engineer in Enterprise or SaaS companies, hands-on experience with New Relic products, and basic coding experience. Note: visa sponsorship is not available for this position.
