Manager, Technical Support

New Relic
$114,000-$155,000 USD
parental leave, paid holidays, flex time, 401(k)
United States, Oregon, Portland
111 Southwest 5th Avenue (Show on map)
Apr 02, 2025
Your opportunity The Global Support Team's main purpose is to ensure our customers love New Relic software. We are looking for an experienced Support Manager to lead a connected team dedicated to delivering an easy-going, memorable customer experience. Working under the AMER Support Engineering Director, this person will have full accountability for the results of the Support Engineering team, with high-level coordination and recommendations to other customer experience partners including Engineering, Product and Go To Market (GTM). The Manager of Technical Support Engineering needs a track record of successful support operations management in a fast-growth environment. This leader will rely on a myriad of experiences to innovate our path forward. This person has seen the power of a positive culture and a passion for excellence. This role is committed to equity and inclusion, and eager to work with a team that cultivates and celebrates intersectional diversity. We want someone who has made mistakes and learned from them. 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 Your Qualifications Must-have: Have 3+ 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, Google Workspace, Tableau, etc.) Nice-to-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 Please note that visa sponsorship is not available for this position. Qualified applicants may inquire about visa sponsorship (including transfer of a current H-1B visa), but the company does not support or sponsor O-1, F-1, or J-1 visas, or candidates who require commencement of an H-1B "cap case" petition for future work authorization. This position is to be filled as soon as possible. The pay range below represents a reasonable estimate of the salary for the listed position. This role is eligible for a corporate bonus plan. Pay within this range varies by work location and may also depend on job-related factors such as an applicant's skills, qualifications, and experience. New Relic provides a variety of benefits for this role, including healthcare, dental, vision, parental leave and planning, and mental health benefits, a 401(k) plan and match, flex time-off, 11 paid holidays, volunteer time-off, a discounted employee stock purchase plan, and other competitive benefits designed to improve the lives of our employees. Estimated Base Pay Range $114,000 — $155,000 USD 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 resume@newrelic.com. 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, theSan 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. 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. Review our Applicant Privacy Notice athttps://newrelic.com/termsandconditions/applicant-privacy-policy