- Act as an escalation point for field and sales teams for high-priority customer issues; providing ownership and strategy to all engaged parties ranging from technical support engineers to product managers and executive leadership.
- Showcase effective communication style that adjusts based on audience: customers, executive leadership, and peers.
- Work with Development and Product Management teams to prioritise customer bugs and support requests. Use the information to report status back to customers and internal stakeholders in status updates/meetings/reports.
- Champions customer feedback within the appropriate teams to improve the customer experience and support long-term relationship goals.
- Assesses & evaluates the criticality of the situation, understands and conveys business impacts of key problems, and consistently reports back on current status to key partners.
- This is not your average support team. We are highly collaborative and support one another in everything we do. We are growing, constantly improving, and striving to add more value to our customers and partners.
- 2+ years of technical account management or technical support experience within the high tech industry
- Excellent organisational and interpersonal skills
- Strong presentation & negotiation skills
- Ability to work autonomously, with the awareness to raise visibility when appropriate.
- Superb communication, critical thinking & analytical skills
- High level of emotional intelligence
- Bachelor's degree or equivalent
- Specific experience with Application Performance Management (APM)
- Experience with Zendesk or CRMs
- A familiarity with development frameworks such as .NET, Java, PHP, Ruby, Python and Node is a plus.
Company
Location
Dublin - Ireland
Job type
Full-Time
Python Job Details
In addition to technical support experience, we are looking for people who can demonstrate experienced communications and incident management skills, have experience with Enterprise account management and who have a solid understanding of web-based technologies.
This position requires periodical on-call services for off-hour and weekend support.
ESCALATION MANAGEMENT
CUSTOMER ADVOCACY
We're looking for bold and passionate people to be a part of our mission to help every engineer do their best work, every day, using data, not opinions, at every stage of the software lifecycle. We'd love to have you apply, even if you don't feel you meet every single requirement. What's most important to us is finding authentic and accountable people who feel connected to our mission and values, not just candidates who check off all the boxes.
We believe in empowering all Relics to achieve professional and business success through a workforce model called Flex First. The Flex First model allows us to work in a variety of workplaces that best support our success, including fully office-based, fully remote, or a combination of both.
Read more about Flex First and New Relic’s vaccine policy as part of our commitment to maintaining a safe and healthy workplace in light of the COVID-19 pandemic at www.newrelic.com/blog/how-to-relic/future-of-work
New Relic currently has offices in Germany, Ireland, Spain, and the United Kingdom, and based on business needs may approve work in Belgium, France, Italy, The Netherlands, Switzerland, Sweden, UAE, and other locations throughout the region. Some of our opportunities are limited to specific hiring locations. Talk with your recruiter about your goals and how we can work with you in our Flex First approach!
Our hiring process
Please note that visa sponsorship is not available for this position.
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.
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 is an equal opportunity employer. We eagerly seek applicants of diverse background and hire without regard to race, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities (or disability), age, sexual orientation, veteran status, or any other characteristic protected by law.
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