• Respond to customer queries in a timely and accurate way, via the help desk tool, email, chat or phone • Identify customer needs and help customers use specific features • Manage weekly status calls with our customers • Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users) • Update our internal databases with information about technical issues and useful discussions with customers • Documentation of customer-specific processes • Inform customers about new features and functionalities • Follow up with customers to ensure their technical issues are resolved • Maintain weekly reports on customer inquiries, responses and feedback so as to develop customer service analytics and trends • Gather customer feedback and share with our Customer Success, Engineering and Product Teams

Role Description We are looking for a Senior Technical Support Analyst to assist our customers with technical problems when using our products and services. Software Technical Support Analyst responsibilities include: - Respond to customer queries in a timely and accurate way, via the help desk tool, email, chat or phone. - Identify customer needs and help customers use specific features. - Manage weekly status calls with our customers. - Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users). - Update our internal databases with information about technical issues and useful discussions with customers. - Documentation of customer-specific processes. - Inform customers about new features and functionalities. - Follow up with customers to ensure their technical issues are resolved. - Maintain weekly reports on customer inquiries, responses and feedback to develop customer service analytics and trends. - Gather customer feedback and share with our Customer Success, Engineering and Product Teams. Qualifications - Experience as a Software Technical Support Analyst or similar role. - Worked in the software industry. - Ability to quickly analyze and understand complex technical issues and break them down into smaller work packages. - Experience using help desk software (JIRA), documentation tools (Confluence), and other remote support tools. - Excellent communication and problem-solving skills. - Patience when handling tough cases is a must. - Multi-tasking abilities. - Applicants must be willing to work on a shifting schedule to support clients across different time zones. - SQL or PostGres skills is a plus. - BSc in Information Technology or relevant diploma is a plus. Benefits - Work from anywhere within PH - we are a fully remote company. - Flexible PTO - We offer 15 days of paid holiday per year + PH Public Holidays. - 3 days of paid sick leave added to holiday entitlement. - We celebrate special occasions with you - like your birthday! Additional PTO for all employees during their birthdays. - Receive Competitive Pay - Our team makes sure to provide a highly competitive rate based on your skills and location. - Work with a diverse, international team.

• Perform preventative, scheduled maintenance and/or corrective maintenance activities in accordance with the maintenance schedule, manuals and contract. • Actively participate in the ongoing continuous improvement activities for both maintenance and procedures. • Conduct planned maintenance tasks in accordance with the operating instructions. • Attend and participate in meetings with the customer where necessary to obtain sign off for work that has been carried out on the customers equipment. • Undertake fault finding and repair when required using appropriate technical information (e.g. Technical drawings and fault finding guides). • Completion of relevant documentation for all work carried out in order to accurately record activities that are recorded for the company and the customer. • Proactive involvement in the Company’s HSQE management processes. • Maintain cleanliness of the SGB onsite facilities. • Attend local and factory training courses when necessary to ensure skills remain current. • Participate in 24/7 shift working including callout when required. • Work as a mobile engineer if required, van will be provided. • Accurately report parts used during service work as per internal processes to ensure our stock is effectively controlled and accounted for.

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.