Senior Software Support Engineer - Java at New Relic
Atlanta, GA, US

Your Opportunity

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

As a New Relic Software Support Engineer you know more about our products than any other function, and you feel a sense of pride and happiness helping customers through their never-seen-before technical issues. We are serious about keeping our skills sharp so we can provide extraordinary assistance in a constantly evolving technical landscape. We emphasize training, knowledge, and customer empathy — your learning opportunities will never end.

You will collaborate with other Support Engineers to creatively and passionately solve customer problems, while honing your technical skills. You will use your insight and creativity to help us identify recurring or systemic problems and suggest ways we might address them. You are committed to equity and inclusion, and eager to work with a team that cultivates and celebrates intersectional diversity.

What You’ll Do

You will work across teams to solve complex technical customer problems.

You will support New Relic customers by solving various installation, configuration, and data exploration requests.

You will advocate for our customers to our Product Organization by providing feedback on feature requests and bugs which could improve the customer experience of the New Relic platform.

You will level up your skill set through additional training and exposure to other programming languages featured in the APM product.

You will manage internal projects, including Support-readiness initiatives

Share knowledge through multiple mediums and channels to uplevel other Support Engineers

Strategically engage with other departments, to effectively represent both Support and the “voice of the customer”

Your Qualifications

Must-have:

You have 2-3 years experience delighting customers in a technical support role

You are knowledgeable in the Java programming language and networking essentials

You can demonstrate authoritative troubleshooting skills

You exhibit a high level of empathy -- even with customers who are having a bad day

You are able to collaborate across teams and disciplines to solve problems

You would be willing to work a flexible schedule in a 24/7/365 support environment (including the possibility of a weekend shift)

Nice-to-have:

You have worked in a DevOps environment or Software Engineering role.

You have a working knowledge of Linux-based web hosting and Linux environments

You have experience as a Technical Support Engineer in Enterprise or SaaS companies

You are AWS or Azure Cloud Certified

You have programmed in, or supported customers in, any of the following languages/frameworks: .NET, PHP, Ruby, Python, Node, GO.

Experience with New Relic products

About Us

New Relic (NYSE: NEWR) is the industry’s largest and most comprehensive cloud-based instrumentation platform built to create more perfect software. The world’s best software and DevOps teams rely on New Relic to move faster, make better decisions and create best-in-class digital experiences. If you run software, you need to run New Relic. We’re proudly trusted by more than 50% of the Fortune 100.

Founded in 2008, we’re a global company focused on building a culture where all employees feel a deep sense of belonging, where every ‘Relic’ can bring their whole self to work and feel supported and empowered to thrive. We’re consistently recognized as a distinguished employer and are committed to building world-class products and an award winning culture. For more information, visit newrelic.com.

Our Hiring Process

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: Our stewardship of the data of thousands of customers means that 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, but not limited to, the San Francisco Fair Chance Ordinance. https://sfgov.org/olse/sites/default/files/Document/FCO%20Poster%20Set%20All%20Languages%2010%2001%2018.pdf

Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. New Relic does not accept unsolicited headhunter and agency resumes, and will not pay fees to any third-party agency or company that does not have a signed agreement with New Relic.

New Relic is an equal opportunity employer. We eagerly seek applicants of diverse background and hire without regard to race, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities (or disability), age, sexual orientation, veteran status, or any other characteristic protected by law.

Interested in the details of our privacy policy? Read more here: https://newrelic.com/termsandconditions/applicant-privacy-policy