Technical Support Engineer

About the role

This role collaborates across teams to resolve complex technical issues for customers worldwide. The engineer provides deep product knowledge and trains on evolving observability tools. Customer empathy guides every interaction with enterprise clients.

Software engineers turn product ideas into working code. Engineers work in small teams, review each other's work, and ship in small batches. Most teams follow agile practices such as sprints and daily standups. Engineers also write tests, fix bugs, and improve performance. The field values clear communication as much as technical skill. Engineers spend part of every week on planning, code review, and debugging, not just writing new code. The ability to explain a technical decision in plain words separates strong engineers from the rest.

Key facts

What you'll do

Collaboration across teams turns complex customer issues into solutions for the product suite. Analytical troubleshooting skills resolve installation, configuration, and data exploration requests for New Relic. Customer service skills and empathy delight clients during difficult technical situations. Close work with software engineering teams resolves advanced platform issues quickly. Knowledge expansion through training advances skills across new product capabilities.

Requirements

The posting states a bachelor's degree requirement. A record of superior end-user software support is maintained via email, phone, and social media. Delight for customers remains steady, even when users are having a tough day. Experience building, maintaining, and monitoring servers operates in an enterprise environment. Understanding of Linux-based web hosting covers services, permissions, and file manipulation. Knowledge of AWS and containerisation includes Docker and Kubernetes technologies. Familiarity with web technologies covers web servers, OS distributions, and network troubleshooting tools. Working knowledge of container management software includes Docker, Kubernetes, and OpenShift. Automation understanding involves tools like Ansible, Chef, Puppet, or equivalents. Exposure to front-end web development and JavaScript WebDriver is a beneficial addition. Collaboration ease across disciplines solves problems without delay.

Nice to have

Experience with additional IaaS platforms such as Azure and GCP supports broader cloud knowledge. AWS, GCP, or Azure cloud certifications and CKA certification strengthen platform expertise. Backgrounds in Network, System, or Database Administration add operational depth. Experience in DevOps, Software Engineering, or Technical Support roles informs practical workflows. Existing familiarity with New Relic products accelerates customer guidance. Comfort analyzing and interpreting system and application logs improves issue resolution.

Skills & tools

Advanced troubleshooting is handled through web technologies and cloud infrastructures. Container management software coordinates with automation and configuration tools. Analysis of system logs relies on network and systems troubleshooting instruments.

Practical notes

No visa sponsorship is available for this position. Employment eligibility verification and a criminal background check are required. New Relic operates under a flexible work model with office-based, remote, or hybrid options. Typical interview steps

Hiring for engineering roles usually starts with a recruiter screen, followed by one or two technical rounds. Candidates often solve a coding problem, discuss past projects, and answer system design questions. Some loops include a take-home task. Final rounds typically cover team fit and give candidates a chance to ask questions. Interviewers look for how you break down an unfamiliar problem, not just whether you reach the answer. Practicing a few problems aloud and reviewing your own past projects are the best preparation.

Good to know

The role focuses on observability and platform insight in an AI-first world. Engineers use automation, container tools, and cloud services to support customers. The team values diverse perspectives and authentic problem solving. General knowledge of web technologies and cloud platforms applies to this function.