Technical Support Engineer

Your opportunity

As a Technical Support Engineer, you will be a technical leader with specialty knowledge in Java/.net/php/python/ruby/nodejs/go/C agent-related and some of program language issues. As a key point-person for your team, you operate with an “I got this” mindset and own driving issue resolution within your area of expertise. You support the growth of others through tangible contributions in your specialty area(s) via training, mentoring, knowledge creation and teamwork on customer issues. You partner strategically as a “voice of the customer” advocate to ensure the delivery of excellent customer experiences throughout the customer lifecycle. Using a broad view, you balance customer happiness with business needs for the best outcomes!

What you'll do

• Act as a technical leader, mastering New Relic products and technical topics within New Relic agent while also maintaining a solid overall breadth of knowledge in order to help customers navigate and optimize the entire NR platform
• Put the customer experience first while resolving customer issues and meeting business goals (e.g. drive team workflow efficiencies, faster MTTR)
• Effectively lead internal projects, including Support-readiness initiatives
• Identify code breakpoints and work multi-functionally to ensure resolution
• Share knowledge through multiple mediums and channels to uplevel other Support Engineers
• Strategically engage with other departments, to effectively represent both Support and the “voice of the customer”

This role requires

Must-have:

• You have a deep understanding of system operation, programming languages, application/infrastructure and computer science related knowledge, including experience with above
• You have experience with programming and infrastructure-related technologies including cloud computing
• Native level of Japanese communication (speaking/reading/writing)
• Intermediate level of English (reading/writing)

Nice to have:

• Development experience or knowledge of RUM(Mobile, Browser)
• Advanced level of English (speaking/reading/writing)

Please note that visa sponsorship is not available for this position.

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