Manager, Technical Support

Bangalore, IndiaHybrid

Responsibilities

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

At New Relic, we build an intelligent platform that empowers companies to thrive in an AI-first world by giving them unparalleled insight into their complex systems.
experience partners including the overall Global Technical Services team, Engineering, Product and Go To Market (GTM).
experience successfully leading people and teams, and running operations for highly responsive software support
Have the ability to gather, analyze and interpret data, paired with a passion to identify, define, and resolve problems
Familiarity with business systems, especially customer support applications (Salesforce, ServiceCloud, Google Workspace, Tableau, etc.)
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
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.

Serve as a point of contact for customer issues and escalations, ensuring the appropriate resources are engaged for timely action and proper traction This role requires Have 5+ years

If you require a reasonable accommodation to complete any part of the application or recruiting process, please reach out to resume@newrelic.com .

We are a global team of innovators and pioneers dedicated to shaping the future of observability.
As we continue to expand our global footprint, we're looking for passionate people to join our mission.
If you're ready to help the world's best companies optimize their digital applications, we invite you to explore a career with us! Your opportunity
Working under the APJ Director of Global Support Engineering, this person will have full accountability for the results of their Support Engineering team, with high-level coordination and recommendations to other customer
The team's main purpose is to ensure our customers love New Relic software.
Work collaboratively with Support Managers, collectively accountable for global service level objectives, and engaging problems as a team
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 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
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.