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, you will be expected to bring deep technical expertise and a sense of pride in helping customers through never‑seen technical issues. You will specialize in complex, escalated cases that require deep expertise in cloud, networking, and automation. We emphasize continuous learning, rigorous training, and cross‑functional collaboration to deliver first‑class assistance.

• 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.
• Advocate for 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.
• Ability to demonstrate authoritative troubleshooting skills and to 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 (e.g., API Keys, OAuth) and integrating API calls into basic scripts (e.g., 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.

Estimated Base Pay Range: $90,000 – $121,000 USD.

New Relic provides a variety of benefits for this role, including healthcare, dental, vision, parental leave and planning, 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.

Fostering a diverse, welcoming and inclusive environment is important to us. We work hard to make everyone feel comfortable bringing their best, most authentic selves to work every day. We celebrate our talented Relics’ different backgrounds and abilities, and recognize the different paths they took to reach us—anyone who feels connected to our mission and values is encouraged to apply.

If you require a reasonable accommodation to complete any part of the application or recruiting process, please reach out to

In compliance with applicable law, all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification.

Note:

A criminal background check is required to join New Relic.

We will consider qualified applicants with arrest and conviction records based on individual circumstances and in accordance with applicable law, including the San Francisco Fair Chance Ordinance.

Candidates are evaluated based on qualifications, regardless of race, religion, ethnicity, national origin, sex, sexual orientation, gender expression or identity, age, disability, neurodiversity, veteran or marital status, political viewpoint, or other legally protected characteristics.

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