Technical Support Manager

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.

• 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,