Community Support Engineer (Remote – Atlanta)

Your Opportunity

The Community Support Engineer monitors, moderates, and maintains user-generated content to ensure all who enter feel welcome and receive the most useful and current information about our products and services.

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 Support Engineers and Product Engineers to creatively and passionately assist with customer issues while honing your technical skills and ensuring a useful, safe and legal community environment while promoting excellent customer service and helping to cultivate a strong community around the New Relic brand.

What You’ll Do

• Ensure a positive experience for all customers in the community.

  You’ll work with the Global Technical Support team, our community of customers, and across New Relic to review and moderate content so that customers get the assistance they need to succeed.

  This includes providing direct technical assistance.

• Help design and run experiences for our customers to increase their community engagement and drive business-critical user behaviors within our platform.

  This includes executing community moderation and campaign plans, working with Relics to develop original content and more.

• Drive improvements within the community team.

  Participate in strategy planning sessions, coordinate the quality and consistency of our internal documentation, find opportunities to improve the community software, and look for opportunities to change the way we do things for the better.

• Represent the Explorers Hub with Relics on other teams, presenting in appropriate meetings and working to meet Relic staff needs.

  Represent the voice of the customer and provide feedback, reducing friction for customers and/or internal New Relic teams

• Build your own development path, seek feedback from others, and continually build your organizational, support process, and New Relic product knowledge.

Your Qualifications

Must-have:

• Experience in a technical customer support role.
• You love delighting customers, even those who are having a tough day
• You have established troubleshooting skills, and can get creative when the answer is not obvious
• You have experience collaborating across teams to solve problems
• You can articulate the importance of the customer experience and are accountable for results
• You think critically with a propensity for continuous improvement
• Technical community participation and/or leadership
• Organizational and multitasking skills and a preference to be proactive
• Superb communication skills, and the ability to adjust based on your audience

Nice-to-have:

• You are familiar with web technologies: Web Servers (Windows and Linux), network and systems troubleshooting tools, web development platforms, SaaS, etc.
• You are thoroughly familiar with internet culture; familiarity with application performance monitoring and software analytics is a plus
• Project management experience and/or experience with project management software tools such as Trello and/or Jira
• Experience with Identity and Access Management
• Experience with New Relic products

Please 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.

About Us

New 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 newrelic.com.

Our Hiring Process

New 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.

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 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:

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