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Technical Support Engineer (Remote EST Time Zone)

Company: New Relic
Location: Jersey City
Posted on: January 12, 2022

Job Description:

Your OpportunityAre you ready to be a key player in our SaaS company, one that is setting the bar for technical innovation? As an Associate Technical Support Engineer, you play a critical role as the first point of contact for our customers. Not only do you have a passion for customer service, you have strong troubleshooting skills and the ability to think fast and prioritize quickly. You feel a sense of pride and satisfaction helping customers and will work directly with them to answer questions, solve problems, and help them love our product.We are serious about keeping our skills sharp, emphasizing training and continuous expansion of our knowledge base - your learning opportunities will never end. You will collaborate with other Support Engineers and Product Engineers to creatively and passionately assist with customer issues, while honing your technical skills. You will use your insight and imagination to help us identify recurring or systemic problems, and suggest ways we might address them.What You'll DoEfficiently and effectively triage a broad array of incoming (business and product) customer inquiries and route complex issues to the appropriate SME, putting the customer experience firstChampion the voice of the customer and provide feedback, reducing friction for customers and/or internal New Relic teamsServe as a collaborative technical expert within the accounts and security specialty area for our Global Technical Support organization.Demonstrate connectedness and contribute to a supportive work environmentPromote self sufficiency through the creation and sharing of knowledge through multiple mediums and channelsBe responsible for your own development, seek feedback from others, and continually build your organizational, support process and NR product knowledgeIdentify recurring or systemic problems, and suggest ways we might continuously improveYour QualificationsMust-have:You have general knowledge of Technical Support Engineer processes1-2 years of experience delighting customers in a technical support role.You have established troubleshooting skills, and can get creative when the answer is not obviousYou have excellent written and verbal communication skills, and can effectively communicate across all levelsYou have experience collaborating across teams to solve problemsYou can articulate the importance of the customer experience, and are accountable for resultsYou think critically with a propensity for continuous improvementYou have ability to work EST hours: 8am-5pm EST, Monday -FridayNice-to-have:Experience with Identity and Access ManagementExperience with New Relic productsExperience with CRM or ticketing toolsPlease note that visa sponsorship is not available for this position.We're looking for bold and passionate people to be a part of our mission to create more perfect software. We'd love to have you apply, even if you don't feel you meet every single requirement. What's most important to us is finding authentic and accountable people who feel connected to our mission and values, not just candidates who check off all the boxes.We believe in empowering all Relics to achieve professional, and business success through a workforce model called Flex First. The Flex First model allows us to work in a variety of workplaces that best support our success, including fully office-based, fully remote, or a combination of both.Read more about Flex First and New Relic's vaccine policy as part of our commitment to maintaining a safe and healthy workplace in light of the COVID-19 pandemic.Our OfficeOur office is in the center of downtown Portland, situated in a thriving tech community in the Pacific Northwest. We enjoy easy commute access and a plethora of good eats and great coffee. We provide competitive compensation including equity and big-company benefits (medical, dental, etc.)-all while maintaining the energy, agility, and fun of a start-up.About UsNew Relic (NYSE: NEWR) is a cloud-based observability platform that gives developers, engineers, operations, and management a clear view of what's happening in today's complex software environments. So they can find and fix problems faster, and deliver delightful experiences for their customers. That's why the world's best engineering teams rely on New Relic to visualize, analyze, and troubleshoot their software. It's the simplest, most powerful cloud-based observability platform, built to create more perfect software. All from one place.Founded in 2008, we're a global company passionate about 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 Hiring ProcessNew Relic takes seriously our stewardship of the data of our thousands of customers worldwide. In compliance with applicable law, all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification.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. 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 a diverse applicant pool 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: Jobble

Keywords: New Relic, Jersey City , Technical Support Engineer (Remote EST Time Zone), IT / Software / Systems , Jersey City, New Jersey

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