APM Technical Support Engineer
New Relic
We are a global team of innovators and pioneers dedicated to shaping the future of observability. At New Relic, we build an intelligent platform that empowers companies to thrive in an AI-first world by giving them unparalleled insight into their complex systems. As we continue to expand our global footprint, we're looking for passionate people to join our mission. If you're ready to help the world's best companies optimize their digital applications, we invite you to explore a career with us!
Your Opportunity
Are you ready to launch your career as a key player in a company that is setting the standard for technical innovation and customer growth? New Relic is a leading observability company that helps organisations monitor, debug, and improve their entire technology stack. Our comprehensive platform serves a broad range of Java, .NET, Ruby, Python, PHP, Node.js, and Mobile app developers—from ambitious startups to Fortune 500 enterprise companies.
While our AI-driven platform is incredibly powerful and easy to use, our customers sometimes need help from Support. As an APM Technical Support Engineer, you'll be at the forefront of supporting our Application Performance Management (APM) products within our broader observability platform, with a deep focus on troubleshooting how modern applications are built and behave.
This is an excellent opportunity to dive deep into application architecture, work with cutting-edge technology, and kickstart your career making a real difference for developers worldwide.
What You'll Do
- Work closely with experienced engineers to learn how to creatively solve complex customer problems
- Develop your technical insight and learn to identify recurring issues and suggest solutions
- Build expert troubleshooting skills while providing software support via email, phone, and social media
- Collaborate seamlessly across teams in a supportive learning environment
- Help customers with installation, configuration, and data exploration requests related to our APM products (with guidance and mentorship)
- Learn to advocate for customer needs by documenting feedback on feature requests and reporting bugs to our Product Organisation, directly influencing our product roadmap
- Continuously advance your skills through comprehensive training, mentorship, and exposure to new application features and technologies
This Role Requires
- A genuine passion for helping customers and solving problems, even when they're having a challenging day
- Academic background or internship experience in Computer Science, Software Engineering, or related technical field
- Strong analytical and problem-solving mindset with eagerness to learn troubleshooting techniques
- Foundational knowledge of web technologies and interest in understanding how modern applications work.
- Experience deploying applications with major cloud platforms such as AWS, Azure, or GCP (through coursework, personal projects, or internships)
- Basic experience with one or more of the following development frameworks: Java, .NET, PHP, Ruby, Python, or Node.js (through coursework, personal projects, or internships)
- An insatiable hunger for knowledge and strong curiosity about new software technology
- An infectiously positive attitude and the ability to see possibilities rather than obstacles
You'll thrive in our collaborative environment where technical excellence meets customer impact, working alongside brilliant engineers who will mentor you while you solve fascinating technical challenges that affect millions of applications worldwide. This is the perfect role to build your expertise, develop professional skills, and grow your career in the exciting world of observability technology with full support from day one.
Bonus Points If You Have
- Relevant coursework or certifications in application development technologies
- Academic projects or internship experience in Network, System, or Database Administration
- Exposure to observability or monitoring tools (New Relic experience is a plus!)
- Experience analysing application logs through coursework, projects, or internships
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Fostering a diverse, welcoming and inclusive environment is important to us. We work hard to make everyone feel comfortable bringing their best, most authentic selves to work every day. We celebrate our talented Relics’ different backgrounds and abilities, and recognize the different paths they took to reach us – including nontraditional ones. Their experiences and perspectives inspire us to make our products and company the best they can be. We’re looking for people who feel connected to our mission and values, not just candidates who check off all the boxes.
If you require a reasonable accommodation to complete any part of the application or recruiting process, please reach out to resume@newrelic.com.
We believe in empowering all Relics to achieve professional and business success through a flexible workforce model. This model allows us to work in a variety of workplaces that best support our success, including fully office-based, fully remote, or hybrid.
Our hiring process
In compliance with applicable law, all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification. Note: Our stewardship of the data of thousands of customers means that a criminal background check is required to join New Relic.
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.
Headhunters 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 develops and distributes encryption software and technology that complies with U.S. export controls and licensing requirements. Certain New Relic roles require candidates to pass an export compliance assessment as a condition of employment in any global location. If relevant, we will provide more information later in the application process.
Candidates are evaluated based on qualifications, regardless of race, religion, ethnicity, national origin, sex, sexual orientation, gender expression or identity, age, disability, neurodiversity, veteran or marital status, political viewpoint, or other legally protected characteristics.
Review our Applicant Privacy Notice at https://newrelic.com/termsandconditions/applicant-privacy-policy