​This is a full-time, remote Senior Technical Support Engineer role at New Relic, focused on supporting their intelligent observability platform. The engineer will specialize in complex, escalated cases requiring deep expertise in cloud, networking, automation, and the full product suite. This role serves as a critical technical liaison between customers and software engineering teams.

• ​Location: Remote (CST/EST preferred, major US cities listed as hubs).
• ​Estimated Base Pay Range: $90,000 – $121,000 USD.
• ​Focus: Advanced troubleshooting of cloud/containerized systems (AWS, Docker, Kubernetes), OpenTelemetry, scripted deployment (Terraform/Ansible), API integration (REST/GraphQL), and acting as a customer advocate for the Product Organization.
• ​Visa Sponsorship: Not available for this position.

​What You’ll Do: Advanced Escalations and Advocacy

​The Senior Engineer focuses on high-complexity issues, knowledge sharing, and driving product improvements based on customer feedback.

• ​Complex Resolution: Collaborate across teams to assist in solving highly complex technical customer problems across the New Relic product suite.
• ​Engineering Liaison: Work closely with software engineering teams to resolve advanced customer issues, often acting as a technical liaison.
• ​Customer Advocacy: Act as an advocate for customers to the Product Organization, providing feedback on feature requests and bugs that improve the New Relic platform’s customer experience.
• ​Process Improvement: Use insight and creativity to help identify recurring or systemic problems and suggest ways to address them.
• ​Training: Advance technical skills through continuous training and development on product features and capabilities.

​Required Technical Expertise

​The role requires authoritative troubleshooting skills and expertise across the modern DevOps and cloud ecosystem.

• ​Cloud & Containerization: Expertise in AWS and containerization technologies such as Docker and Kubernetes. Cloud experience with Azure and GCP is also required.
• ​Observability/Monitoring: Experience with observability vendors and the OpenTelemetry standard.
• ​DevOps/Automation: Experience with scripted deployment skillsets common in DevOps environments, such as Terraform, Chef, Puppet, or Ansible.
• ​Operating Systems: Strong understanding of Linux-based web hosting and Linux environments (services, permissions, and file manipulation).
• ​APIs & Scripting: Experience working with APIs (REST/GraphQL/SOAP) for data retrieval/automation, including using tools like Postman and manipulating JSON payloads. Comfortable with troubleshooting authentication (API Keys, OAuth) and integrating API calls into basic scripts (Python/Bash).
• ​Bonus Certifications: AWS, GCP, Azure Cloud Certified, or CKA certified.