Experienced Customer Reliability Specialist – Technical Support & SRE Expert for arenaflex

At arenaflex, we're on a mission to revolutionize the way we approach behavioral health and wellness. As a pioneer in the industry, we're committed to delivering cutting-edge solutions that empower clinicians to provide exceptional care. We're now seeking a highly skilled Customer Reliability Specialist to join our team and play a critical role in ensuring the reliability and performance of our systems.

About arenaflex

arenaflex is a forward-thinking organization dedicated to harnessing the power of data, measurement, and personalization to transform the behavioral health landscape. Our innovative approach has enabled us to create a platform that supports clinicians in delivering effective care, and we're proud to be making a meaningful impact on the lives of thousands of individuals.

The Opportunity

As a Customer Reliability Specialist at arenaflex, you'll be the primary technical escalation point for complex customer issues, working closely with our R&D team and US operations to bridge the gap between technical expertise and customer support. Your role will involve designing, implementing, and maintaining monitoring solutions, developing automation scripts, and analyzing system performance metrics to recommend improvements. You'll also collaborate with our R&D team to troubleshoot complex technical issues, create and maintain technical documentation, and participate in on-call rotation to ensure 24/7 system reliability.

Key Responsibilities

* Serve as the primary technical escalation point in the United States for complex customer issues (Tier 3/4 support)

• Design, implement, and maintain monitoring solutions for system metrics, logs, and alerts
• Interface directly with customers to resolve sophisticated technical challenges
• Develop and maintain automation scripts to streamline operations and support processes
• Analyze system performance metrics and recommend improvements
• Collaborate with the R&D team to troubleshoot complex technical issues
• Create and maintain technical documentation for internal and customer use
• Participate in on-call rotation to ensure 24/7 system reliability

Essential Qualifications and Skills

* 2+ years of experience in technical support, DevOps, or SRE roles

• Strong proficiency in shell scripting and at least one of: Python, Go, or Ruby
• Extensive experience with API implementations and troubleshooting; familiarity with testing tools like Postman, curl (Linux command), or directly through code
• Proven experience with monitoring tools and observability platforms such as Grafana and Prometheus; familiarity with logging and search platforms like OpenSearch
• Strong understanding of logging systems and log analysis
• Experience with alert management and incident response, including tools like PagerDuty or Opsgenie
• Database administration experience with SQL (e.g., MySQL, PostgreSQL) and NoSQL (e.g., MongoDB, Cassandra) databases
• Experience with cloud platforms (AWS/Azure/GCP)
• Strong Linux systems administration experience (RHEL/CentOS, Ubuntu/Debian) including shell scripting, user management, system updates and networking.
• Excellent problem-solving and analytical skills
• Strong written and verbal communication skills
• Ability to work independently and collaborate with international teams

Nice to Have Qualifications and Skills

* Engineering background or relevant technical degree

• Healthcare or behavioral health technology industry experience
• Experience working with distributed teams
• Knowledge of security and compliance requirements in healthcare

Why Join arenaflex?

* Opportunity to join a startup that's making a meaningful impact on the well-being and mental health of thousands

• A product that positively impacts people's lives every single day
• A team of amazing people with a shared vision and the infinite drive to make it happen
• Wide and generous health benefits, significant equity, and 401(k) plans matched to 4%
• Hybrid & remote work opportunities
• Mental health days off so you can take any given moment simply because you need them
• The base pay range for this position is $85,000-$100,000 per year, with the determination of what a specific employee in this job classification is paid depending on several factors, including prior employment history/job-related knowledge, qualifications and skills, length of service, and geographic location

What's Next?

If you're a technical troubleshooter with a passion for diving deep into complex systems and a customer-first mindset, we want to hear from you! Apply now to join our team and be a part of something truly innovative and impactful. Apply To This Job

Your Future Starts Here

At arenaflex, we're committed to creating a workplace that's inclusive, supportive, and empowering. We believe that our employees are the driving force behind our success, and we're dedicated to providing them with the resources, opportunities, and support they need to thrive. Join us on this exciting journey and discover a career that's truly fulfilling and rewarding. Apply for this job