Experienced Full Stack Customer Support Engineer – Cloud and On-Premise Solutions

At arenaflex, we're on a mission to revolutionize the way businesses interact with their customers. As a Customer Support Engineer, you'll play a vital role in delivering exceptional technical support to our diverse client base, ensuring their success with our innovative solutions. If you're passionate about problem-solving, have a knack for communication, and thrive in a fast-paced environment, we want to hear from you.

About arenaflex

arenaflex is a leading provider of cutting-edge solutions that empower businesses to make data-driven decisions. Our team of experts is dedicated to delivering exceptional customer experiences, and we're committed to fostering a culture of innovation, collaboration, and growth. As a Customer Support Engineer, you'll be part of a dynamic team that's passionate about making a difference in the lives of our customers.

Key Responsibilities

As a Customer Support Engineer, you'll be responsible for:

• Providing remote technical support to internal and external clients for both hosted and on-premise solutions
• Collaborating with IT, operations teams, product development, and product management to drive innovation and improve customer experiences
• Taking full ownership of client-reported incidents, understanding business and technical impacts on clients
• Formulating technical and application solutions according to contractual Service Level Agreements with clients
• Managing and resolving highly complex issues, acting as a liaison between engineering and consulting teams
• Assuming a leadership role with clear effective communication when working with clients to resolve issues
• Maintaining and determining ways to improve the customer experience, demonstrating a strong client-focus
• Formulating changes to arenaflex products and services to reduce client impact
• On-boarding customers to arenaflex's support portal and process
• Managing work assignments, priorities, and schedules with input from management
• Acting as the intermediary between internal/external clients and management and being the point of escalation
• Coordinating across other arenaflex products, platforms, and functions to ensure a seamless client experience
• Understanding commercial and relationship impacts to arenaflex when dealing with clients
• Advocating as a change agent, to drive improvements across the support function
• Being available for On-Call duties where required
• Supporting Cloud and on-premise deployments of the arenaflex Decision Modeller, and User Interfaces (UI), using supported technologies

Qualifications

To succeed in this role, you'll need:

• Basic concepts of Java & Object Oriented Concepts
• Linux commands, any APM monitoring tools (AppD preferred), Kibana
• Knowledge of WebServices (REST/SOAP)
• Basic knowledge of reading heap, thread dumps, and databases trace files
• Excellent customer interaction skills and fluent in English
• Excellent verbal and written skills
• Ability to prioritize and manage multiple incidents
• Ability to work under pressure
• Exposure to AWS or any cloud-related technologies, Docker, Kubernetes & kubectl
• Good understanding in troubleshooting multi-tier enterprise applications and SaaS solutions
• Proficiency in tuning applications

Requirements

To excel in this role, you'll need:

• Ability to prioritize and manage multiple incidents
• Ability to work under pressure

Benefits

As a Customer Support Engineer at arenaflex, you'll enjoy:

• An inclusive culture strongly reflecting our core values: Act Like an Owner, Delight Our Customers, and Earn the Respect of Others
• The opportunity to make an impact and develop professionally by leveraging your unique strengths and participating in valuable learning experiences
• Highly competitive compensation, benefits, and rewards programs that encourage you to bring your best every day and be recognized for doing so
• An engaging, people-first work environment offering work/life balance, employee resource groups, and social events to promote interaction and camaraderie
• The targeted base pay range for this role is: $69,000 to $108,000 with this range reflecting differences in candidate knowledge, skills, and experience

Why arenaflex?

At arenaflex, we're committed to creating a workplace that's inclusive, supportive, and empowering. We believe in fostering a culture of innovation, collaboration, and growth, and we're passionate about making a difference in the lives of our customers. If you're looking for a challenging and rewarding career opportunity, we encourage you to apply to this role.

How to Apply

If you're a motivated and customer-focused individual with a passion for problem-solving, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job