[New Relic] Technical Support Manager

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New Relic
Technical Support Manager
Portland, OR

We have revolutionized the app performance monitoring market with our enterprise-strength SaaS products . Our customer base continues to grow at a rapid rate and we are building out a robust customer service organization to ensure service excellence. We are looking for an experienced Technical Support Manager – someone who will help us scale during this period of rapid growth.

A Manager of Technical Support at New Relic is responsible for recruiting, training and managing a group of skilled technical support engineers who diligently track and creatively resolve customer support issues. The team's primary purpose is to ensure the customer experience with New Relic technology is easy-going, memorable, and builds loyalty to the product. 

If you are right for this job, you have managed support operations for a fast-growth software company. You have seen the power of a positive culture and a commitment to excellence. You’ve made mistakes and learned from them. 

In this role you will:

• Ensure team members have the resources and direction to provide the best possible customer service 
• Manage the day-to-day for a highly skilled group of support engineers 
• Develop skill profiles and hire quality team members 
• Create and coordinate training schedules and programs 
• Facilitate team communication through meeting planning, knowledge transfer, and documentation
• Create and manage an on-going process/feedback loop to improve product supportability
• Manage Support-related projects and initiatives
• Serve as a point of escalation for customer issues
• Work with other members of management to plan the continuing growth of Support

You will be a strong candidate if you:

• Have 5+ years experience successfully managing day-to-day operations and personnel for highly responsive software support 
• Are skillful at identifying and defining knowledge and skills required to achieve results
• Understand the software development lifecycle and have familiarity with web-based programming languages and/or technologies.
• Have expert communication, personnel management and coaching skills
• Can gather, analyze and interpret data; and identify, define and resolve problems
• Are experienced collaborating with and influencing cross-functional teams 
• Thrive in a fast-paced, growth environment where business and process evolution is a constant
• Have a visible commitment to supporting the growth and success of those who work for and around you – we measure managers by their contributions to the success of others and building positive culture 

To apply, click on the button below -- and be certain you include a link to your on-line portfolio, as well as a cover letter that tells us why this job, product, and/or company is right for you!

A little about us:

New Relic is a software analytics company that, on behalf of our customers, makes sense of billions of metrics about millions of applications, all in real time. Our comprehensive SaaS-based solution for web and mobile applications consolidates the performance monitoring data into a single, powerful interface. Our 80,000 customers use New Relic every day to optimize more than three million applications.

New Relic is a San Francisco Best Places to Work award winner, an Oregon “Top Workplace” award winner, named a leader in the Gartner’s 2013 “Magic Quadrant” for APM companies, a Top 100 OnDemand Company, Best of SaaS (THINKStrategies), Top 100 Coolest Cloud Computing (CRN); 10 Cloud Management Companies to Watch (NetworkWorld) – the list of accolades goes on. More important than all of that: we provide challenging work, opportunities to learn, high quality teammates, a standard-setting product, and a company on the move. 

Our office is in the tech mecca of Portland, with easy commute access and a plethora of good eats and great coffee. We provide competitive compensation, stock options, and big-company benefits (medical, dental, etc.)— all while maintaining the energy, agility and fun of a start-up.

New Relic is most decidedly an equal opportunity employer. We eagerly seek applicants of diverse background and hire without regard to race, color, gender, religion, national origin, ancestry, citizenship, individuals with disabilities, age, sexual orientation, protected veterans, or any other characteristic protected by law. Note: Our stewardship of the data of many thousands of customers means that a criminal background check is required to join New Relic.

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