Associate Technical Support Engineer

New Relic - Atlanta, GA

Full-time - Entry Level

Remote - Atlanta, GA

Professional, Scientific, and Technical Services

About the position

As an Associate Technical Support Engineer at New Relic, you will be the first point of contact for customers, playing a critical role in providing exceptional customer service and technical support. Your responsibilities will include troubleshooting customer inquiries, collaborating with other engineers, and continuously improving processes to enhance the customer experience. This fully remote position emphasizes ongoing training and development, allowing you to grow your technical skills while helping customers succeed with our products.

Responsibilities

• Efficiently triage incoming customer inquiries and route complex issues to the appropriate subject matter expert (SME).
• Serve as a collaborative technical expert within the accounts and security specialty area for the Global Technical Support organization.
• Contribute to a supportive work environment and promote connectedness among team members.
• Create and share knowledge to promote self-sufficiency among customers.
• Take responsibility for personal development and seek feedback to improve organizational and product knowledge.
• Identify recurring problems and suggest continuous improvement strategies.

Requirements

• Bachelor's Degree or equivalent experience from a code school.
• General knowledge of Technical Support Engineering processes.
• Established troubleshooting skills with a creative approach to problem-solving.
• Excellent written and verbal communication skills, capable of effective communication across all levels.
• Experience collaborating across teams to solve problems.
• Strong accountability for customer experience and results.
• Critical thinking skills with a focus on continuous improvement.
• Ability to work EST hours, generally 8am-5pm EST, Monday to Friday.

Nice-to-haves

• Experience with Identity and Access Management.
• Experience with New Relic products.
• Experience with Salesforce Service Cloud.
• Programming experience in .NET, PHP, Node.js, Python, Ruby, or GO.

Benefits

• Healthcare coverage
• Dental insurance
• Vision insurance
• Parental leave and planning
• Mental health benefits
• 401(k) plan with match
• Flexible time off
• 11 paid holidays
• Volunteer time off
• Corporate bonus plan