Senior Technical Support Engineer; CST​/EST

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!

As a Senior New Relic Support Engineer, we like you to have deep technical expertise and feel a sense of pride and satisfaction helping customers through their never-seen-before technical issues! You will specialize in complex, escalated cases requiring deep expertise in cloud, networking, and automation.

We are serious about keeping our skills sharp so we can provide first-class assistance in a constantly evolving technical landscape. We emphasize training, knowledge, and customer appreciation — your learning opportunities will never end. You will collaborate with other Support Engineers to creatively and passionately assist with customer issues, while honing your technical skills.

• Collaborate across teams to assist in solving highly complex technical customer problems across our product suite.
• Work closely with our software engineering teams to resolve advanced customer issues, often acting as a technical liaison.
• Support New Relic customers by resolving various installation, configuration, and data exploration requests.
• Be an advocate for our customers to our Product Organization by providing feedback on feature requests and bugs that improve the customer experience of the New Relic platform.
• Use your insight and creativity to help us identify recurring or systemic problems and suggest ways we might address them.
• Advance your skills through additional training and development into features and capabilities of our Products.

• A love for delighting customers, even those who are having a tough day!
• Experience building, maintaining, and / or monitoring servers in an enterprise environment.
• Expertise in AWS and containerization technologies such as Docker and Kubernetes.
• Can demonstrate authoritative troubleshooting skills and can get creative when the answer is not obvious.
• Cloud experience with Azure and GCP
• Experience with observability vendors and the Open Telemetry standard.
• Strong understanding of Linux-based web hosting and Linux environments (services, permissions, and file manipulation).
• Experience with scripted deployment skillsets common in Dev Ops environments, such as Terraform, Chef, Puppet, or Ansible.
• Experience working with APIs (REST / Graph
  
  QL / SOAP) for data retrieval and automation, including using tools like Postman and manipulating JSON payloads. Comfortable with troubleshooting authentication (API Keys, OAuth) and integrating API calls into basic scripts (Python / Bash).

• Certifications : AWS, GCP, Azure Cloud Certified, or CKA certified.
• Specialized Domain Experience :
  Experience in Network, System, or Database Administration.
• Networking Expertise :
  Hands‑on experience with tools like Wireshark or troubleshooting enterprise network systems, cloud networking, VPNs, or CDNs.
• Database Knowledge :
  
  Experience with databases like Mongo
  
  DB or integration with cloud database services.
• Experience with Windows Server and automation using Power Shell.

Please note that visa sponsorship is not available for this position.

#LI-MM1 #LI-Remote

The pay range below represents a reasonable estimate of the salary for the listed position. This role is eligible for a corporate bonus plan. Pay within this range varies by work location and may also depend on job‑related factors such as an applicant’s skills, qualifications, and experience.

New Relic provides a variety of benefits for this role, including healthcare, dental, vision, parental leave and planning, and mental health benefits, a 401(k) plan and match, flex time‑off, 11 paid holidays, volunteer time‑off, and other competitive benefits designed to improve the lives of our employees.