Technical Support Engineer APM & Java (Remote PST/MST Time Zones)

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Written by AI from the job title and company, not by New Relic, so some details may not match this job. The employer's own page has the real description.

Overview

As a Technical Support Engineer specializing in APM & Java at New Relic, you will play a critical role in providing exceptional technical support to ensure optimal performance and reliability of our application performance monitoring tools. You will work collaboratively with customers to troubleshoot, diagnose, and resolve complex technical issues, while also assisting with best practices around the integration and use of our products. Your expertise will contribute to enhancing customer satisfaction and fostering long-term relationships.

Job Responsibilities

• Provide high-quality technical support for APM and Java-related queries via tickets, email, and calls.
• Diagnose and troubleshoot application performance issues, assisting customers with solutions promptly.
• Collaborate with engineering and product teams to escalate critical issues and suggest improvements.
• Create and maintain documentation for internal processes and customer troubleshooting resources.
• Educate customers on the best practices for utilizing New Relic's APM tools effectively.
• Participate in product testing and feedback sessions to provide insights on user experience.
• Stay up-to-date on industry trends and emerging technologies relevant to application performance monitoring.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 3 years of experience in a technical support or related role.
• Solid understanding of Java, APM tools, and application performance metrics.
• Strong problem-solving skills and the ability to interpret technical information quickly.
• Excellent communication skills with a customer-oriented mindset.
• Experience with troubleshooting Java applications and performance tuning.
• Familiarity with monitoring tools and practices across various cloud environments.

Technologies & Tools

In this position, you will leverage a variety of technologies and tools including New Relic's suite of performance monitoring solutions, Java programming language, cloud services (e.g., AWS, Azure), as well as debugging and performance analysis tools. Familiarity with REST APIs and SQL is also beneficial for addressing customer inquiries and enhancing product functionality.

Ideal Candidates

The ideal candidates for this role are detail-oriented professionals who possess a genuine passion for technology and a drive to solve complex customer challenges. They demonstrate a proactive attitude towards learning and adapting within a fast-paced environment. Strong interpersonal skills and the ability to work both independently and collaboratively make them effective team players who are committed to delivering excellence in customer support.