Lead Technical Support Engineer

Your opportunity

As a New Relic Lead Technical Support Engineer, you are a cornerstone of our customer's success and a key driver of our support team's excellence. You will leverage deep product knowledge, particularly in Application Performance Monitoring (APM), to resolve our customers' most complex and novel technical challenges. We are deeply committed to fostering an environment of continuous learning, collaboration, and customer empathy, empowering you to not only solve intricate problems but also to guide and develop the skills of your fellow engineers.

This role is pivotal in shaping the daily operations of our Support Engineering team, ensuring high-quality, timely responses, and modeling best-in-class service. You will be a communications linchpin, working across shifts and with cross-functional teams to champion customer needs and drive improvements. If you are passionate about technology, dedicated to customer and team success, and eager to thrive in a dynamic, inclusive environment, this is your opportunity to make a significant impact.

What you'll do

• Lead key aspects of the daily operations for a team of Support Engineers, ensuring adherence to quality standards and timely customer response.
• Assess your team's knowledge, skills, and abilities; identify knowledge/skill gaps and facilitate both short-term and long-term up-leveling activities, providing regular feedback to team members and contributing valuable input to management regarding team performance and development needs.
• Mentor, coach, and pair with team members to foster mutual growth and share your expertise, acting as a role model for New Relic's values and a growth mindset.
• Prioritize day-to-day support efforts and team projects based on business value and customer impact, in collaboration with Support Management.
• Serve as a senior technical escalation point, supporting New Relic customers by solving complex installation, configuration, data exploration, and troubleshooting issues related to our APM solutions and broader platform.
• This role specifically will require you to become a technical leader and subject matter expert in Java and .NET APM agents. You will be expected to proactively and rapidly learn, master, and support these, eventually expanding your expertise to other APM agents for languages such as Node.js, Go, PHP, Python, and Ruby, as well as OpenTelemetry and Distributed Tracing technologies.
• Increase your own and your team's skill set through ongoing training, knowledge sharing, and exposure to the diverse programming languages and technologies featured in our product suite.
• Advocate for our customers to our Product Organization by providing insightful feedback on feature requests and bugs to improve the customer experience.
• Contribute significantly to both internal and customer-facing documentation, leveraging and championing Knowledge Centered Support (KCS) practices.
• Ensure effective multi-directional communication across shifts, with management, and with cross-functional teams (e.g., Product, Engineering).
• Remain calm, professional, and constructive during high-pressure situations, guiding the team through challenges.
• This opening is for a position primarily working day shift hours, Monday-Friday, aligned with Pacific Time (PT). You may be located in CT, MT, or PT time zones and committed to working PT hours. A key expectation of this role is participation in an on-call rotation with fellow Leads and their Technical Support Managers (TSMs) to ensure leadership coverage and support for critical escalations outside of standard business hours, including occasional weekends and holidays.
  
  

This role requires

• 8+ years of experience delighting customers in a technical support, software engineering, or a related customer-facing technical role, including proven experience leading day-to-day operations and personnel for a highly responsive Technical Support team.
• Demonstrable experience in assessing team skills, identifying development needs, facilitating up-leveling activities, and providing constructive feedback and input to management as part of the team performance and development process.
• Deep technical proficiency in troubleshooting Java-based applications and a strong, demonstrated ability to quickly learn and achieve similar expertise with .NET applications and their respective APM agents.
• Proven capability to rapidly learn, master, and support APM agent technologies for a diverse set of programming languages (e.g., Node.js, Go, PHP, Python, Ruby) and a solid understanding of OpenTelemetry and Distributed Tracing concepts.
• Knowledgeable in troubleshooting network essentials (TCP/IP, DNS, HTTP, SSL/TLS).
• Familiar with cloud platforms (AWS, Azure, GCP) and containerization technologies such as Docker and Kubernetes.
• Experience building, maintaining, and/or testing applications in an enterprise environment.
• Can demonstrate well-developed troubleshooting skills and can get creative when the answer is not obvious.
• You exhibit a high level of empathy-even with customers who are having a bad day-and maintain professionalism, especially under pressure.
• Excellent communication skills (written and verbal), with the ability to articulate complex technical concepts clearly and concisely to varied audiences, including leadership and non-technical stakeholders.
• A passion for sharing your knowledge for the benefit of those around you, demonstrating a true growth mentality that encourages teammates to seek you out as a mentor.
• Ability to thrive and adapt in a fast-paced, evolving growth environment, constructively representing all aspects of change.
• You are committed to equity and inclusion, and eager to work with a team that cultivates and celebrates intersectional diversity.

Bonus points if you have

• 1-2 years experience (on top of the 8+ years) specifically in a formal Team Lead or Senior/Principal Technical Support Engineer role with direct mentorship responsibilities.
• You have worked in a DevOps environment or Software Engineering role.
• You are AWS, Azure, or GCP Cloud Certified.
• Experience working with the broader New Relic observability platform or other observability tools (e.g., Splunk, Dynatrace, Datadog, Logstash, Elastic, AWS Lambda, or Azure Functions).
• You have experience with Knowledge Centered Support (KCS) framework implementation or strong adherence.
• You have programmed in, or supported customers in, any of the following languages/frameworks beyond Java/.NET: PHP, Node.js, Python, Ruby, Go.
  Six Sigma or other process improvement certifications/experience.
  

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

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