技术支持经理
Technical Support Manager
我们是一个致力于塑造可观测性未来的技术创新者和先驱者团队。在New Relic，我们构建了一个智能平台，通过提供对复杂系统的无与伦比的洞察力，使企业能够在以人工智能为核心的环境中蓬勃发展。随着我们全球业务的不断扩展，我们正在寻找充满热情的人才加入我们的使命。如果您准备好帮助世界顶级公司优化其数字应用，我们诚邀您探索在这里的职业发展机会！
**您的机会**
我们正在寻找一位经验丰富的技术支持经理，负责培养并领导一个协作、技术实力强的工程团队，致力于提供卓越且难忘的客户体验。该职位将与EMEA及APJ地区支持工程副总裁紧密合作，对该团队的运营目标负责，并与其他客户体验相关团队（包括工程、产品和市场拓展团队）进行协作。
我们的管理团队建立在公平、成长和交叉多样性基础上。我们致力于打造一个每个人都能真实展现自我的工作环境。我们重视那些有从复杂挑战中学习经验、促进积极文化并对他人的成功表现出深厚承诺的领导者。
**您将负责**
- **赋能与发展：** 指导和培养一支高技能的支持工程师团队，推动个人职业发展，营造一个每个人都能发挥最佳水平的团队氛围。
- **运营管理：** 引导日常运营，确保团队结构能够动态适应不断变化的客户需求和业务需求。
- **战略协作：** 与全球支持管理团队合作，共同实现服务级别目标，并推动提升客户满意度和支持能力的项目。
- **客户倡导者：** 成为客户升级问题的可靠联系人，确保关键问题得到有效的资源支持、调查和及时解决。
- **推动进展：** 领导跨职能项目和计划，迭代运营策略以简化流程并实现高影响力的业务成果。
- **运营连续性：** 参与轮班值班，以保持卓越的服务交付标准。
**此职位要求**
- **卓越的管理经验：** 具备丰富的团队管理经验
查看英文原文
We are a global team of innovators and pioneers dedicated to shaping the future of observability. 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. 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**
We are looking for an experienced Technical Support Manager to cultivate and lead a collaborative, deeply technical engineering team dedicated to delivering an exceptional, memorable customer experience. Working closely with the Vice President of EMEA & APJ Support Engineering, this leader will hold accountability for their team's operational goals while partnering across the wider customer experience landscape, including Engineering, Product, and Go-To-Market (GTM) teams.
Our management team thrives on a foundation of equity, growth, and intersectional diversity. We are committed to building an environment where everyone can bring their authentic selves to work. We value leaders who possess a track record of learning from complex challenges, fostering positive culture, and showing deep dedication to the success of others.
**What you'll do**
- **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](mailto: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](https://sfgov.org/olse/sites/default/files/FCO%20poster2020.pdf).
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](https://newrelic.com/termsandconditions/applicant-privacy-policy)