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New Relic is seeking an experienced Technical Support Manager to lead a collaborative, deeply technical engineering team in Dublin, reporting to the Vice President of EMEA & APJ Support Engineering. This role combines people leadership with operational accountability, requiring you to coach and mentor a highly skilled team of support engineers while driving day-to-day operations that adapt to evolving customer and business needs.
Key responsibilities include: empowering team members through mentorship and career development; managing operational strategies to ensure responsive technical support delivery; partnering with global support leadership to achieve service level objectives; acting as an escalation point for critical customer issues; leading cross-functional programs to improve processes and business outcomes; and participating in on-call rotations to maintain service standards.
You will work closely with Engineering, Product, and Go-To-Market teams to champion customer satisfaction initiatives and drive supportability improvements. The role emphasizes inclusive leadership, balancing metrics with employee satisfaction and collaborative growth.
Required qualifications include proven experience leading technical support teams, strong analytical and problem-solving skills, empathetic communication abilities, and familiarity with enterprise operational platforms (Salesforce, ServiceCloud, Google Workspace, Tableau). Bonus experience includes managing support in high-growth SaaS environments, collaborating with international stakeholders on product-customer alignment, and knowledge of observability solutions or Application Performance Management systems.
New Relic values diverse perspectives and nontraditional career paths. The company is committed to building an inclusive environment where employees can bring their authentic selves to work. Note: visa sponsorship is not available for this position.
