Technical Support Manager

New Relic
Technical Support Manager
Dublin, Ireland

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.  

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 
• Optimize work flows and processes
• Facilitate team communication through meeting planning, knowledge transfer, and documentation
• Select training and development activities to match career development objectives and job needs
• Create and manage an on-going process/feedback loop to improve product supportability and enhance the customer experience
• Provide effective coaching, mentoring, and performance management 
• Manage Support-related projects and initiatives
• Serve as a point of escalation for customer issues
• Work with other members of management to scale the organization for growth  

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

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 customers use New Relic every day to optimize millions of applications.