Technical Support Manager

🔥 0 minutes ago

🇮🇪 Ireland – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧑‍🔧 Technical Customer Success Manager

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

New Relic

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2008

🏢 Enterprise

☁️ SaaS

🔒 Cybersecurity

Enterprise • SaaS • Cybersecurity

New Relic is a comprehensive monitoring and observability platform designed to help organizations understand and optimize the performance of their applications and infrastructure. It provides a range of tools for application performance monitoring (APM), infrastructure monitoring, and data insights, enabling users to track performance metrics, detect anomalies, and enhance user experience across various technology stacks. With features like AI monitoring, mobile app monitoring, and vulnerability management, New Relic empowers businesses to improve operational efficiency and maintain system robustness.

📋 Description

• Coach and mentor a highly skilled team of support engineers • Facilitate individual career progression and foster a high-performing team environment • Guide day-to-day operations and adapt team structures to evolving customer and business needs • Partner with global Support Management to achieve service level objectives and drive customer satisfaction and supportability initiatives • Serve as a point of contact for customer escalations and ensure critical issues are resourced, investigated, and resolved promptly • Lead cross-functional programs and projects • Iterate on operational strategies to simplify processes and deliver high-impact business outcomes • Participate in an on-call rotation to maintain service delivery standards • Partner with Engineering, Product, and Go-To-Market teams across the customer experience landscape

🎯 Requirements

• Proven experience leading people, nurturing talent, and running operational strategies for responsive technical support teams • Dedication to cultivating a supportive, positive culture balancing metrics with employee satisfaction and collaborative growth • Proficiency in gathering, interpreting, and leveraging data to identify systemic problems, optimize workflows, and drive continuous process improvements • Strong interpersonal and coaching skills • Ability to bridge technical complexities and business requirements and guide teams through strategic initiatives • Practical experience with enterprise operational platforms and customer support ecosystems such as Salesforce, ServiceCloud, Google Workspace, or Tableau • Prior experience managing support delivery in a high-tech, fast-growth SaaS environment (bonus) • Experience collaborating with international or multifunctional stakeholders (bonus) • Familiarity with software industry trends, modern observability solutions, or APM systems (bonus) • Visa sponsorship is not available • Must verify identity and eligibility to work • Criminal background check required

🏖️ Benefits

• Flexible workforce model supporting fully office-based, fully remote, or hybrid workplaces • Professional growth and career progression opportunities • Inclusive and diverse workplace culture • Reasonable accommodation during the application or recruiting process