Role Description As a New Relic Technical Support Engineer, you'll have the unique chance to dive deep into our infrastructure products, helping customers navigate through challenging technical issues. We value continuous learning and skill enhancement to ensure we provide top-tier support in the ever-evolving world of infrastructure technology. You’ll be at the forefront of supporting our APM suite, with a deep focus on distributed tracing, code-level profiling, and monitoring microservices within Kubernetes and cloud-native environments. ⚠️ Important Note: To ensure we provide consistent, world-class coverage for our global customers, this role follows a non-traditional work week: Tuesday through Saturday. Please ensure you are available and comfortable with this schedule before applying. What you'll do - Collaborate across teams to assist in solving complex technical customer problems within our APM product suite. - Display strong analytical skills and technical troubleshooting abilities to address customer issues effectively. - Provide outstanding customer service and demonstrate genuine empathy towards customers facing technical difficulties. - Work closely with our engineering teams to resolve intricate APM-related issues. - Support New Relic customers with installation, configuration, and data exploration requests related to infrastructure technologies. - Advocate for customer needs by documenting feedback on feature requests and reporting bugs to our Product Organization. - Continuously advance your skills through training and exposure to additional infrastructure features and technologies. Requirements - Availability to work a Tuesday – Saturday schedule. - Proven experience delivering end-user software support through multiple channels like email, phone, and social media. - Passionate about customer satisfaction and capable of delighting customers even in challenging situations. - Experience troubleshooting and optimizing application performance (APM) in enterprise environments, with a focus on distributed tracing, latency analysis, and error profiling. - Solid understanding of Linux-based environments, including services, permissions, and file manipulation. - Proficient in containerization and orchestration—specifically Docker and Kubernetes—with experience monitoring microservices and understanding sidecar patterns or DaemonSets. - Familiarity with web technologies and cloud hosting services like AWS, Azure, and Google Cloud. - Ability to collaborate seamlessly across teams or disciplines to troubleshoot and solve problems. - Prior experience in a DevOps, Software Engineering, or Technical Support role. Bonus points if you have - Experience with additional IaaS platforms like Azure or Google Cloud Platform. - Certifications in Java, Python, or K8S. - Familiarity with New Relic products. - Comfort in analyzing and interpreting system/application logs. Benefits - Flexible workforce model allowing for fully office-based, fully remote, or hybrid work. - Fostering a diverse, welcoming, and inclusive environment. - Opportunities for continuous learning and skill enhancement.

• Support partners, customers, sales representatives, and internal teams through multiple communication channels including phone, chat, and email • Provide technical expertise on database setup, user management, rules and reporting, device errors, network communications, portal configuration, and product implementation • Diagnose and resolve technical hardware and software issues involving connectivity, installation, and platform inquiries • Coordinate with internal departments on the return and exchange process for Geotab devices and accessories • Deliver successful resolution to all customer complaints and escalate critical concerns to management • Preserve the confidentiality and security of customer data and information • Support Geotab global strategic initiatives

• Troubleshooting and resolving technical issues • Providing comprehensive support for both Geotab and partner products • Ensuring customer satisfaction through effective problem diagnosis and solution delivery • Handling support cases from initial contact through resolution • Maintaining detailed documentation • Contributing to 24/7 support operations • Working closely with customers, partners, and internal technical teams to escalate complex issues

Role Description As a Senior Customer Support Manager at ClearOps, you will play a key role in delivering exceptional support experiences to our customers worldwide. You will act as a trusted technical expert, owning complex support cases, improving internal processes, and helping shape the future of our customer support organization. You thrive in dynamic startup environments, enjoy solving technical problems, and care deeply about creating a best-in-class customer experience. Key Responsibilities - Take ownership of complex customer inquiries and technical support cases - Provide high-quality support across multiple communication channels - Troubleshoot technical issues and collaborate closely with Product and Engineering teams - Identify recurring customer pain points and proactively suggest improvements - Support the optimization of support processes, workflows, and documentation - Contribute to the expansion and maintenance of the internal and external knowledge base - Analyze support trends and customer feedback to improve product experience - Act as a sparring partner for junior support colleagues and share best practices - Ensure fast, reliable, and customer-centric communication Qualifications - 4+ years of experience in technical customer support, customer operations, or a similar SaaS environment - Strong technical mindset with the ability to understand complex systems and workflows - Excellent communication skills in English (C1 level) - Strong problem-solving and organizational skills - Experience working with support and ticketing systems such as Zendesk, Jira, or Salesforce - Ability to work independently and manage priorities in a fast-paced startup environment - Customer-first mentality with a proactive and solution-oriented mindset - Experience with SaaS products, APIs, SQL, or databases is a strong plus - Familiarity with supply chain, aftersales, or manufacturing environments is beneficial Benefits - Flat hierarchies and experienced leaders provide an ideal environment for you to grow and advance your career alongside the company. - Play a key role in shaping our customer support structure and processes as we continue to scale internationally. - Regular 1:1s with your manager and structured quarterly feedback sessions foster transparent communication. - Joint team events, such as Culture Week. - Combine vacation and work and work from wherever you want. Company Description At ClearOps, we keep the world of machinery moving by transforming the entire service supply chain of machine manufacturers into a seamless data ecosystem. Our platform connects manufacturers, dealers, and machines to predict the demand for parts and services in ways never seen before, ensuring that machinery never stops working. As a young, ambitious team of 50+ experts spread across Munich, Lisbon, San José, and Atlanta, we're passionate about personal growth and professional impact.