New Relic, Inc. is hiring: IT Support Technician in San Francisco

Overview

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 expand our global footprint, we invite passionate people to join our mission.

Your opportunity

New Relic is seeking a highly motivated individual to join our IT Support team. This role combines Tier 1 and Tier 2 technical support, from password resets to systems administration. In addition to day-to-day work, you will have opportunities to spearhead projects, learn new platforms, and collaborate with cross-functional teams.

We are looking for a creative problem solver with a strong work ethic who can provide intuitive tech support, ask the right questions, and be empathetic to end users. The role requires self-motivation and a passion for learning. We value a strong team dynamic and support both independent and collaborative working styles.

If you’re interested in a new challenge in our fast-paced corporate environment, we welcome you to apply.

What you'll do

In this role, you will provide front-end and back-end support in our primarily Mac environment. This is a mainly office-based role, which means you will work out of our San Francisco office a minimum of three days per week (Mon/Tue/Wed). You will also provide remote support to New Relic employees globally. Day-to-day responsibilities will include the following:

• Respond to internal support inquiries in person, via Slack, email
• Configure and set up IT hardware, including laptops, printers, and peripherals
• Technology enablement service and training
• Install, configure, and troubleshoot software packages, including operating systems, desktop software, and custom applications
• Ensure accurate inventory of hardware assets
• Maintain a high level of service and support using JSM ticketing system
• Collaborate with external partners like Security and Facilities
• Participate in a global emergency on-call rotation

This role requires

• 5+ years of experience supporting Mac hardware
• Deep expertise with SaaS applications (eg. Google Workspace, Okta, Zoom, Slack, JSM)
• Familiarity with generative copilot platforms (Moveworks)
• Network knowledge and troubleshooting
• Familiarity with JAMF Pro
• Excellent English communication skills
• Strong soft skills (critical thinking, creative problem solving, leadership, etc.)
• Demonstrate empathy and a desire to provide a first-class end-user experience
• Passion and motivation for new technology and learning
• Ability to work both independently and as part of a team

Bonus points

• Apple Certified Support Professional (ACSP)
• Google Workspace certification (Nice to have)
• ITIL Certificate (Nice to have)
• Google IT Support Professional Certification
• Comfortable using a command line

Please note that visa sponsorship is not available for this position.

Pay range and benefits are described below. The pay range below represents a reasonable estimate of hourly pay for the listed position. This role may be eligible for the corporate bonus plan. Pay within this range varies by location and may depend on factors such as skills, qualifications, and experience.

New Relic provides a variety of benefits for this role, including healthcare, dental, vision, parental leave and planning, mental health benefits, a 401(k) plan and match, 11 paid holidays, volunteer time off, paid time off, and other competitive benefits.

$36 - $49 USD

Equal opportunity and accommodation

New Relic fosters a diverse, welcoming and inclusive environment and we are committed to equal employment opportunities. If you require a reasonable accommodation to complete any part of the application or recruitment process, please reach out to resume@newrelic.com.

Our hiring process complies with applicable law, including verification of identity and eligibility to work. We may conduct background checks where permitted by law. We will consider qualified applicants with arrest and conviction records based on individual circumstances and applicable law.

We believe in empowering Relics to achieve professional and business success through a flexible workforce model, which may include in-office, remote, or hybrid arrangements.