Technical Support Engineer: Java & .NET Agents (Remote)

Join New Relic, a global team dedicated to shaping the future of observability. We build an intelligent platform that empowers companies with unparalleled insight into complex systems, helping them thrive in an AI-first world. We are seeking a passionate Support Engineer to provide extraordinary technical assistance to our customers.

Your Opportunity

As a New Relic Support Engineer, you will be a product expert, collaborating with peers to creatively solve complex, never-seen-before technical issues. You will hone your technical skills through continuous training and emphasize knowledge, collaboration, and customer empathy. You will also identify recurring or systemic problems and suggest solutions.

What You'll Do

• Serve as a technical leader for Java and .Net agents and Alerts, with the ability to quickly ramp up on agents like Node, GO, PHP, and Python.
• Support New Relic customers by resolving complex installation, configuration, and data exploration requests.
• Increase technical skill set through training and exposure to various programming languages in our product suite.
• Advocate for customers by providing feedback on feature requests and bugs to the Product Organization.
• Contribute to internal and customer-facing documentation and Knowledge Centered Support (KCS).

Note: This position requires working day shift hours (8am-5pm PT, Mon-Fri). Candidates must be located in MT or PT time zones and commit to working PT hours. Occasional weekend or holiday work may be required.

Required Skills & Experience

• Knowledgeable in troubleshooting programming languages and network essentials.
• High demand Communities of Practice for this role include Open Telemetry, Distributed Tracing, Java, .Net, and Node. Experience with Python, GO, PHP, and Ruby is also valuable.
• Familiarity with AWS and containerization technologies such as Docker and Kubernetes.
• Experience building, maintaining, and/or testing applications in an enterprise environment.
• Demonstrated well-developed troubleshooting skills and creative problem-solving ability.
• High level of empathy for customers.
• A passion for knowledge sharing, mentoring, and fostering mutual growth among teammates.

Bonus Qualifications

• 1-2 years of experience in a technical support role focused on Back-End programming languages, specifically Java, Open Telemetry, and Distributed Tracing, plus 1-2 additional object-oriented programming languages offered in New Relic Agents.
• Experience working in a DevOps environment or a Software Engineering role.
• AWS or Azure Cloud Certified.
• Experience with observability tools like New Relic's platform, Logstash, Elastic, AWS Lambda, or Azure Functions.
• Experience programming in or supporting customers using .NET, PHP, Node.js, Python, Ruby, or GO.

Compensation & Benefits

Estimated On-Target Earnings Range: $70,000 - $94,000 USD (Salary plus target sales incentives).

Benefits include healthcare, dental, vision, parental leave, mental health benefits, a 401(k) plan and match, flex time-off, 11 paid holidays, and volunteer time off.

Visa sponsorship is not available for this position.

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