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

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Job Overview

The Technical Support Engineer for APM & Java at New Relic will play a crucial role in providing exceptional support to our clients using our Application Performance Monitoring (APM) solutions. This position requires a combination of technical expertise and customer service skills to troubleshoot and resolve issues related to Java applications, guiding customers to optimal use of the product. The successful candidate will engage with clients to understand their needs, offer solutions, document findings, and contribute to product improvement initiatives, all while fostering positive relationships and delivering high-quality support in a remote capacity, adhering to PST/MST time zones.

Job Responsibilities

• Provide timely and effective technical support for New Relic's APM products, particularly focused on Java-based applications.
• Diagnose and troubleshoot issues reported by customers, utilizing appropriate tools and methods.
• Collaborate with engineering teams to escalate and resolve complex technical problems.
• Develop and maintain technical documentation, including troubleshooting guides and FAQs.
• Conduct customer training sessions to enhance user knowledge of the APM platform.
• Monitor and respond to customer inquiries via support tickets, live chat, and phone calls.
• Analyze customer data and performance metrics to provide insights and recommendations.
• Participate in product updates and testing to ensure quality standards are met.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 3 years of experience in a technical support role, specifically with Java applications.
• Strong understanding of application performance monitoring tools and methodologies.
• Proficiency in diagnosing and troubleshooting Java applications and environments.
• Experience with APM solutions, preferably New Relic, is highly desirable.
• Excellent communication skills, both written and verbal, with a customer-centric approach.
• Ability to work independently in a remote setting and manage multiple priorities effectively.
• Familiarity with cloud computing and modern software development practices is a plus.

Technologies & Tools

The Technical Support Engineer will utilize a range of technologies and tools related to application performance monitoring, including but not limited to: New Relic APM, Java Development Kit (JDK), performance profiling tools, and issue tracking systems such as Jira. Familiarity with cloud platforms and development environments is also essential for optimal performance in the role.

Ideal Candidates

Ideal candidates for the Technical Support Engineer position possess a strong technical aptitude combined with a passion for customer service. They are analytical thinkers who can solve problems efficiently and thrive in a fast-paced environment. A collaborative spirit and the ability to explain complex technical concepts in a clear manner to non-technical users are critical traits. Furthermore, candidates should demonstrate a commitment to continual learning and adaptation within the evolving tech landscape.