Technical Support Manager

About this role

Responsibilities

• Empower & Develop: Coach and mentor a highly skilled team of support engineers, facilitating individual career progression and fostering a team dynamic where everyone has the opportunity to do their best work.
• Operational Leadership: Guide day-to-day operations to ensure team structures adapt dynamically to evolving customer and business needs.
• Strategic Collaboration: Partner with the global Support Management cohort to collectively achieve service level objectives and champion initiatives that drive customer satisfaction and supportability.
• Advocate for the Customer: Act as a dependable point of contact for customer escalations, ensuring critical issues are effectively resourced, investigated, and brought to a timely resolution.
• Drive Progress: Lead cross-functional programs and projects, iterating on operational strategies to simplify processes and deliver high-impact business outcomes.
• Operational Continuity: Participate in an on-call rotation to maintain premier service delivery standards.
• This role requires
• Proven Management Expertise: Proven experience in leading people, nurturing talent, and running operational strategies for responsive technical support teams.
• Inclusive Leadership Focus: A clear dedication to cultivating a supportive, positive culture where metrics are balanced with employee satisfaction and collaborative growth.
• Analytical Problem Solving: Proficiency in gathering, interpreting, and leveraging data to identify systemic problems, optimize workflows, and drive continuous process improvements.
• Empathetic Communication: Strong interpersonal and coaching skills, with the ability to bridge technical complexities and business requirements while bringing teams along on strategic journeys.
• System Familiarity: Practical experience navigating enterprise operational platforms and customer support ecosystems (such as Salesforce, ServiceCloud, Google Workspace, or Tableau).
• Bonus points if you have
• Prior experience managing support delivery within a high-tech, fast-growth SaaS environment.
• Proven capability collaborating with international or multi-functional stakeholders to align product roadmaps with customer health indicators.
• Familiarity with software industry trends, modern observability solutions, or Application Performance Management (APM) systems.
• Please note that visa sponsorship is not available for this position.
• 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, the San 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.
• New Relic develops and distributes encryption software and technology that complies with U.S. export controls and licensing requirements. Certain New Relic roles require candidates to pass an export compliance assessment as a condition of employment in any global location. If relevant, we will provide more information later in the application process.
• 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 at https://newrelic.com/termsandconditions/applicant-privacy-policy