Manager, Technical Support

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

We are looking for an experienced Support Manager to lead a connected and deeply technical team dedicated to delivering an easy-going, memorable customer experience. Working under the APJ Director of Global Support Engineering, this person will have full accountability for the results of their Support Engineering team, with high-level coordination and recommendations to other customer experience partners including the overall Global Technical Services team, Engineering, Product and Go To Market (GTM).

The team's main purpose is to ensure our customers love New Relic software. The Manager of Global Support Engineering needs a track record of successful support operations management in a fast-growth environment.

What you'll do

• Manage day-to-day operations of a highly skilled and connected team of support engineers, ensuring the structure and operations of Support Engineering teams meet current and future business needs
• Coach and mentor your team, facilitating the pursuit and expansion of individual and team potential. Provide deliberate development, ensuring everyone has the opportunity to do their best work
• Support change and drive outcomes aligned with global business objectives. Provide support and direction vital for business success, employee satisfaction, and premier customer experience
• Lead projects, programs, and/or initiatives, innovating and iterating to successful outcomes that propel the company forward
• Work collaboratively with Support Managers, collectively accountable for global service level objectives, and engaging problems as a team
• Participate in an on-call rotation
• Serve as a point of contact for customer issues and escalations, ensuring the appropriate resources are engaged for timely action and proper traction

This role requires

• Have 5+ years experience successfully leading people and teams, and running operations for highly responsive software support
• Can articulate the importance of customer experience and can bring others along on the journey for increasingly positive results, bridging the gap between business needs and technical details
• Demonstrable communication, personnel management, and coaching skills
• Have the ability to gather, analyze and interpret data, paired with a passion to identify, define, and resolve problems
• Have a dedication to supporting the growth and success of the team and peers – we measure managers by their contributions to the success of others and building positive culture
• Familiarity with business systems, especially customer support applications (Salesforce, ServiceCloud, Google Workspace, Tableau, etc.)

Bonus points if you have

• Prior leadership experience in a high tech, fast-growth, SaaS corporate environment with a broad knowledge of technical support functions and operations
• Experience collaborating with multi-functional teams
• Knowledge of software industry trends, specifically in Application Performance Management

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 [email protected].

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.

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