Technical Support Engineer
|Company Name||New Relic|
|Date Posted||Sep 13, 2012|
Barely four years ago New Relic established an entirely new market with the first full-service app performance management (APM) delivered as SaaS. We work with a broad range of Java, Ruby, Python, PHP and .Net app developers – from startups in a garage, all the way to global Fortune 50 enterprise users.
Yes, it is a great product and is incredibly easy to use. But with tens of thousands of customers, with customer sites sending us more bits per second than the whole world sends Twitter, and with an agile, 2.0 product that is constantly upgraded . . . New Relic customers do sometimes need help from Support.
We are looking for the right person to join our Support team, someone who will provide 1x1 Support to our developer-customers via email, phone and chat. You will work closely with other engineers to creatively and relentlessly solve customer problems. And you will use your insight and imagination to help us identify reoccurring or systematic problems and suggest ways we might address them.
We are looking for a unique individual -- someone who . . .
Loves delighting people -- even customers who are having a bad day.
Has an infectiously positive attitude and sees possibilities rather than obstacles.
Takes ownership of the customer experience – you can’t sleep at night if you’ve left a customer out in the cold.
Wants to help create a world-class support organization
Can think outside the box when the answer is not obvious.
Does whatever it takes to deliver what our customers need.
Can work independently but isn’t afraid to ask for help.
Is comfortable working at a fast pace
Is technically competent and curious about new software technology. (You might install Linux, dabble in Rails, play with databases, or . . .).
Possesses a hunger for knowledge - always wants to learn more and do better (we are like that around here).
Collaborates easily across teams or disciplines to solve problems
Communicates exceptionally – written, oral “on the fly”, using clear and concise language.
Has a track record of providing superior software support.
Is available when needed for on-call rotation and holiday coverage.
In addition to technical support experience, we are looking for people who has demonstrable experience with one or more of the following development languages: Ruby, .NET, PHP, Java, and Python, and (ideally) experience in one or more of: Web Servers (Windows and Linux), network troubleshooting tools, web dev platforms, and cloudhosting services.
This is not your average support team. We are growing, constantly improving, constantly setting higher goals. We are looking forward to a bright future rife with opportunity while maintaining a fantastic support experience. (Did we mention we love our customers?!)
This position is in our Portland, Oregon office, in a vibrant tech community and a region with a great quality of life. We offer competitive compensation, pre-IPO stock options, and big-company stability - you know you'll have a job tomorrow and get paid for it - and benefits (medical, dental, vision, life), while maintaining the energy, agility and fun of a start-up.
Final candidates are subject to potential background screening. Also, New Relic is most decidedly an equal opportunity employer. We seek applicants of diverse background and hire without regard to race, color, gender, religion, national origin, ancestry, citizenship, disability, age, sexual orientation, or any other characteristic protected by law.
Click below to send us your resume and cover letter. Oh, it will really help your chances if you tell us in your cover letter why this job, this product, and/or this company are right for you.