New Relic is a global leader in software observability, delivering real‑time insights that help engineering teams monitor, troubleshoot, and optimise the performance of their applications and infrastructure. Founded in 2008, the company has grown into a trusted partner for thousands of enterprises, offering a unified platform that spans metrics, logs, traces, and digital experience monitoring. With a strong focus on innovation, New Relic continuously expands its product suite to include AI‑driven analytics, cloud‑native integrations, and open‑source collaborations, making it a pivotal player in the modern DevOps ecosystem. Operating from multiple hubs worldwide, New Relic maintains a vibrant Indian presence, primarily in Bengaluru, while embracing a remote‑first culture that empowers talent across the country. The organisation prides itself on a collaborative, inclusive environment where engineers are encouraged to experiment, share knowledge, and drive impact for customers ranging from startups to Fortune 500 firms. **Role Summary** As a Technical Support Engineer, you will be the frontline guardian of customer success, diagnosing and resolving complex issues related to New Relic’s observability suite. You will work closely with customers to understand their environment, analyse logs and metrics, and guide them through configuration, integration, and performance‑tuning challenges. The role offers a steep learning curve, exposing you to cutting‑edge cloud technologies, distributed tracing, and modern monitoring practices. **Key Responsibilities** 1. Investigate and troubleshoot customer‑reported technical problems across applications, infrastructure, and observability tools. 2. Analyse logs, error messages, and diagnostic data to pinpoint root causes. 3. Guide customers through product configuration, agent installation, and integration with cloud platforms. 4. Collaborate with engineering and product teams to reproduce and resolve complex issues. 5. Document troubleshooting steps, solutions, and best‑practice guides in the knowledge base. 6. Escalate high‑severity incidents to senior engineers while maintaining clear communication with customers. 7. Stay updated on New Relic product releases, features, and industry trends. 8. Conduct proactive health checks and share optimisation recommendations. 9. Participate in on‑call rotations to ensure 24/7 support coverage. 10. Contribute to internal training sessions and share insights with the support community. **Tech Stack & Skills** The role leverages Linux fundamentals, networking concepts (HTTP, DNS, TCP/IP), scripting (Python/Bash), REST APIs, and basic SQL. Familiarity with cloud services (AWS, Azure, GCP) and monitoring tools enhances effectiveness. **Growth Path** Starting as a Support Engineer, you can progress to Senior Support Engineer, Technical Solutions Engineer, or move into Product Engineering, Customer Success Management, or Solutions Architecture, depending on your interests and performance. **Why Join New Relic?** You will work with a world‑class observability platform, gain exposure to multi‑cloud environments, and develop deep troubleshooting expertise. The remote‑first model offers flexibility, while the company’s culture of continuous learning, mentorship, and transparent feedback ensures rapid professional growth. Joining New Relic means becoming part of a forward‑thinking team that shapes how modern software is observed and improved.