Engineering Manager, Technical Support

New Relic is a Software Analytics company that makes sense of billions of metrics across millions of apps.

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 have built out a robust customer service organization to ensure service excellence. We are looking for an experienced manager for our Technical Support Enablement team. Our enablement engineering team owns the continued development and maintenance of our Support and Customer Success-related applications and tools. The team's primary purpose is to ensure effective, timely, iterative, frictionless operations to empower our customer-facing roles. You'll inspire and grow a diverse group of software engineers and manage a broad, fast-paced portfolio of projects to successful conclusion. You’ll work with other New Relic engineering managers and cross-functional teams to design scalable infrastructure that represents forward-looking strategy. Along the way, you’ll bring your creativity, innovation and influence to solve the challenges you encounter.

* Ensure team members have the resources and direction to meet project deliverables by effectively managing operations and workflow, and assisting with identification of necessary skill development * Effectively partner with engineering and operations leadership across the company to ensure scalable technical and process interlock * Understand and improve complex infrastructure and process both within and outside of the Customer Success organization * Identify, prioritize and deliver solutions that represent a broad group of services and functions * Facilitate team communication through meeting planning, knowledge transfer, and documentation * Develop skill profiles and hire quality team members * Represent operational excellence with all interactions

* Use exceptional organizational and communication skills to solve and articulate puzzles * You have a track record of coaching tools-focused software developers to high levels of success * Walk your talk and use it to influence effective, iterative solutions * Thrive in an environment where technical challenges come from fast business growth and the status quo is unacceptable * Understand internal infrastructure is mission critical to delivering customer value and your personal satisfaction comes from delivering projects of all sizes * Have familiarity with productivity and service delivery tools in a technically diverse environment