Experienced Full Stack Customer Support Engineer – Technical Expertise in Manufacturing and Industrial Solutions

At arenaflex, we're revolutionizing the way complex products are created, manufactured, and used across industries. Our cutting-edge platform offers unprecedented visibility into products, along with AI-driven tools that highlight problems and generate quantitative data. We're looking for a highly skilled and customer-centric Full Stack Customer Support Engineer to join our team and provide top-notch technical expertise to our customers.

About arenaflex

arenaflex was founded in 2019 with a mission to upgrade manufacturing. Our team of experienced engineers became frustrated by the cost and complexity of modern manufacturing and decided to take matters into their own hands. We're building a platform that gives engineers the greatest possible insight into their products, enabling them to make million-dollar decisions with confidence. Our platform is designed for upgrades, with a focus on greater intelligence, autonomy, and speed. We're headquartered in Cambridge, MA, and have an office in San Francisco, CA. Our team is passionate about creating a more efficient and effective manufacturing process, and we're committed to building a team that represents a variety of backgrounds, perspectives, and skills.

About the Role

As a Full Stack Customer Support Engineer at arenaflex, you'll be the knowledgeable and professional front line contact for customers seeking real-time help and training. You'll possess in-depth knowledge of our hardware and software products, work closely with engineering to resolve issues and document learnings, and contribute to standard metrics for the team. You'll also help improve our Knowledge Base of self-serve material and participate in on-call rotations to provide critical support for production customers.

Key Responsibilities

* Serve as a frontline technical expert by responding to and resolving customer support issues through multiple channels (email/tickets, calls, etc.), consistently meeting or exceeding SLAs while delivering an exceptional customer experience

• Develop expertise in arenaflex's hardware and software systems, with an emphasis on software, mastering troubleshooting and working with internal technical experts to solve customer problems
• Collaborate with engineering, product, and R&D teams to investigate, reproduce, and document software bugs, hardware malfunctions, and edge cases
• Drive continuous improvement by analyzing support metrics, ticket patterns, and customer feedback, and contributing to customer-facing Support Center
• Participate in on-call rotations to provide critical support for production customers, in accordance with service level agreements
• Be part of building and improving customer support workflows, triage processes, and escalation pathways to set up the team to scale

Essential Qualifications

* Bachelor's degree in Engineering, Computer Science, or equivalent experience

• 3+ years of experience working in a technical customer-facing support role OR 3+ years of experience as a manufacturing, mechanical, industrial, or networking engineer
• Demonstrated troubleshooting skills across software and/or hardware systems in complex technical environments
• Experience reviewing log data
• Customer-centric mindset paired with excellent verbal and written communication skills
• Ability to manage multiple concurrent priorities and communication across cross-functional teams

Preferred Qualifications

* Experience with imaging systems, metrology equipment, or manufacturing inspection tools

• Experience supporting customers in regulated industries (medical devices, aerospace and defense)
• Familiarity with common networking protocols and/or OT (operational technology) network management

What We Offer

* Competitive cash and equity compensation

• Health & wellness stipend
• 401k
• Parental leave
• Flexible PTO
• Commuter benefits
• Company-wide events
• And more!

Why Join arenaflex?

* We're committed to building a team that represents a variety of backgrounds, perspectives, and skills

• We're passionate about creating a more efficient and effective manufacturing process
• We offer a dynamic and supportive work environment
• We're committed to continuous learning and growth

How to Apply

If you're excited about our technology, the opportunity, and are eager to learn more, we'd love to hear from you! Don't be discouraged if your skills don't meet every single requirement listed – we encourage you to apply anyway. Reach out to us today to be a part of what we're building.

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate on the basis of race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability, genetic information, or veteran status. Apply for this job