Experienced Full Stack Software Engineer – Web & Cloud Application Development

Are you a highly skilled and motivated individual looking to join a dynamic team at arenaflex? Do you have a passion for delivering exceptional customer experiences and driving innovation in the field of software engineering? If so, we invite you to apply for the Senior Customer Experience Engineer position at arenaflex.

About arenaflex

arenaflex is a leading global technology company that empowers individuals and organizations to achieve more. Our mission is to enable every person and organization on the planet to achieve more by delivering cutting-edge technology solutions that transform the way we live and work. At arenaflex, we are committed to fostering a culture of innovation, collaboration, and inclusivity, where every employee has the opportunity to grow and thrive.

Job Summary

As a Senior Customer Experience Engineer at arenaflex, you will play a critical role in driving the success of our customers by delivering exceptional support and design experiences. You will be responsible for identifying and resolving complex technical issues, collaborating with cross-functional teams to develop and implement solutions, and providing expert guidance to customers and internal stakeholders. If you are a motivated and customer-focused individual with a passion for software engineering, we encourage you to apply for this exciting opportunity.

Key Responsibilities

* Use design tools, client telemetry, and direct customer feedback to identify and escalate defects or issues with the product or service.

• Track customer incidents and, with minimal oversight, engage with customers and partners to understand the issue, provide updates, and communicate progress and next steps.
• With minimal direction, contribute to or investigate and resolve issues using diagnostics.
• Gather feedback from customers and partners to understand product usage and identify feature and information gaps and key performance indicators (KPIs) in the current product.
• With minimal direction, implement new features or tools to improve products.
• Assist customers and partners in staying current with best practices by sharing content with various groups.
• Identify and utilize potential development opportunities across product areas and business processes (e.g., mentorships, shadowing, training programs) for professional growth and to create and execute technical expertise to resolve customer issues.
• Conduct well-being checks to ensure customer climate (e.g., product, service, feature) is advanced and prepared for the organization.
• With minimal direction, provide guidance to customers on getting started and implementing new versions.
• With minimal direction, serve as a liaison between the design team and customers throughout the lifecycle.
• With administrative support, provide guidance to customers on planning and deploying solutions on arenaflex stages.
• With minimal direction, engage customers to understand their business and availability needs to then assist in creating a plan to address solution issues.
• Serve as a liaison and escalate specific customer issues to relevant groups to resolve customer issues.
• Communicate progress and keep partners informed of accelerations.
• With some oversight, handle escalations on customer issues from the support or field groups.
• Escalate issues to directors within the group if more support is required.
• Conduct root cause analysis of issues and circle back to customers.

Relationship/Experience Management

* Collaborate with relevant product and business groups on how customers use the product.

• Understand and identify gaps in customer situations and product limitations.
• Provide details to product and business groups on customer product experience and use.
• With minimal direction, serve as a voice of customers (VOCs) to inform product and business groups on customer product experience and use.
• With minimal direction, partner with other groups (e.g., program managers, developers, product, customer support services [CSS] groups) to unblock and resolve customer episodes/issues.
• Work together with internal partner groups to support the delivery of solutions back to customers.
• Inform partners on customer activity including issues.
• Independently begin to build relationships with internal technical groups to refresh investigation assets.
• With minimal direction, work with significant product and business groups to resolve customer issues.

Requirements

* Four-year degree in design, software engineering, or related field AND 4+ years of experience in the software industry connected with technology

• Or equivalent experience.

Preferred Qualifications

* Four-year degree in design, software engineering, or related field AND 8+ years of experience in the software industry connected with technology

• Or graduate degree in science, or related field AND 6+ years of experience in the software industry connected with technology
• Or equivalent experience.
• 2+ years of customer-facing experience
• Excellent Communication: Can empathize with customers and convey confidence. Able to explain technical issues to diverse audiences. Able to focus on and advocate customer's requirements to the right channels. Take ownership and work towards a goal.
• Technical Skills: Some understanding of cloud computing advances. Alternatively, demonstrated hands-on experience in at least one of the following:

If you are a motivated and customer-focused individual with a passion for software engineering, we encourage you to apply for this exciting opportunity. Please submit your application by clicking on the link below.

Submit Your Application

Seize this opportunity to make a significant impact. Apply now and take the first step towards a rewarding new role. Apply To This Job Apply for this job