SWAT Support Engineer

Get to Know Us:
It's fun to work in a company where people truly believe in what they're doing!
At BlackLine, we're committed to bringing passion and customer focus to the business of enterprise applications.
Since being founded in 2001, BlackLine has become a leading provider of cloud software that automates and controls the entire financial close process. Our vision is to modernize the finance and accounting function to enable greater operational effectiveness and agility, and we are committed to delivering innovative solutions and services to empower accounting and finance leaders around the world to achieve Modern Finance.
Being a best-in-class SaaS Company, we understand that bringing in new ideas and innovative technology is mission critical. At BlackLine we are always working with new, cutting edge technology that encourages our teams to learn something new and expand their creativity and technical skillset that will accelerate their careers.
Work, Play and Grow at BlackLine!
Make Your Mark:
We are looking for a highly motivated SWAT Support Engineer with experience in application monitoring tools, including New Relic, to join our dynamic support team. In this role, you will be responsible for providing technical support to customers, troubleshooting complex issues, and helping improve the performance and stability of our applications through proactive monitoring and diagnostics.
You will work closely with our development and operations teams to ensure that customers have an optimal experience using our applications. Your expertise in New Relic and other APM (Application Performance Monitoring) tools will play a critical role in identifying and resolving performance bottlenecks and supporting high-quality service delivery.
You'll Get To:
• Application Monitoring: Manage and maintain monitoring solutions, particularly with New Relic, to ensure application performance is tracked and optimized. Set up and configure alerts, dashboards, and health checks to proactively monitor key application metrics.
• Troubleshooting & Support: Provide technical support for software performance issues, including root cause analysis and resolution, using New Relic, APM tools, and other monitoring systems.
• Incident Management: Collaborate with engineering and DevOps teams to investigate, diagnose, and resolve performance and reliability issues. Lead post-incident reviews and contribute to continuous improvement.
• Customer Interaction: Work directly with clients to understand their performance concerns, answer technical questions, and provide insights from application performance data.
• Documentation & Reporting: Document solutions, best practices, and troubleshooting steps for recurring issues. Create reports and performance analytics for stakeholders, highlighting trends, issues, and opportunities for improvement.
• Tool Integration & Automation: Integrate New Relic with other monitoring systems and automation tools for seamless incident tracking and faster resolution. Help design and implement processes for performance optimization.
• Collaboration: Work cross-functionally with product, engineering, and operations teams to address performance issues and improve overall application reliability.
• Continuous Improvement: Stay up to date on the latest developments in application monitoring tools and techniques. Recommend and implement improvements to existing monitoring systems and processes.
What You'll Bring:

• 3+ years of experience in software support, with a strong focus on application performance
• Proficiency with New Relic (incuding dashboard creation, alert configuration, and anomaly detection) and other APM tooles (e.g. Datadog, AppDynamics. Dynatrace, or Similar)
• Solind understanding of web applications, cloud environments (AWS, Azure, GCP), and containerized architectures (Docker, Kubernetes)
• Strong problem-solving skills with the ability to analyze logs, trace data, and use APM tools to diagnose and resolve issues
• Experience in managing incidents and participating in post-mortem analysis to prevent future issues.
• Strong communication skills, both written and verbal, to work with customers, engineers and other stakeholders
• Ability to work under pressure and manage multiple priorities

We're Even More Excited If You Have:

• Experience within a SaaS organisation
• Knowledge of accounting principles preferred

Thrive at BlackLine Because You Are Joining:

• A technology-based company with a sense of adventure and a vision for the future. Every door at BlackLine is open. Just bring your brains, your problem-solving skills, and be part of a winning team at the world's most trusted name in Finance Automation!
• A culture that is kind, open, and accepting. It's a place where people can embrace what makes them unique, and the mix of cultural backgrounds and varying interests cultivates diverse thought and perspectives.
• A culture where BlackLiner's continued growth and learning is empowered. BlackLine offers a wide variety of professional development seminars and inclusive affinity groups to celebrate and support our diversity.

BlackLine is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, race, ethnicity, age, religious creed, national origin, physical or mental disability, ancestry, color, marital status, sexual orientation, military or veteran status, status as a victim of domestic violence, sexual assault or stalking, medical condition, genetic information, or any other protected class or category recognized by applicable equal employment opportunity or other similar laws.
BlackLine recognizes that the ways we work and the workplace itself has shifted. We innovate in a workplace that optimizes a combination of virtual and in-person interactions to maximize collaboration and nurture our culture. Candidates who live within a reasonable commute to one of our offices will work in the office at least 2 days a week.