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

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 hosted and on-premise solutions. If you're passionate about innovation, customer satisfaction, and technical problem-solving, we want to hear from you!

About arenaflex

arenaflex is a leading provider of cutting-edge solutions for businesses worldwide. Our commitment to innovation, customer satisfaction, and employee growth has earned us a reputation as a trusted partner in the industry. We're proud to offer a dynamic work environment that fosters collaboration, creativity, and professional development.

Role Description

As a Customer Support Engineer, you'll be responsible for providing remote technical support to internal and external clients, collaborating with cross-functional teams to resolve complex issues, and driving improvements in the customer experience. Your expertise in Java, AWS, and cloud technologies will enable you to tackle the most challenging technical problems and deliver exceptional results.

Key Responsibilities:

* Take full ownership of client-reported incidents, understanding business and technical impacts on clients

• Formulate technical and application solutions according to contractual Service Level Agreements with clients
• Manage and resolve highly complex issues, acting as a liaison between engineering and consulting teams
• Assume a leadership role with clear, effective communication when working with clients to resolve issues
• Maintain and determine ways to improve the customer experience, demonstrating a strong client-focus
• Formulate changes to arenaflex products and services to reduce client impact
• On-board customers to arenaflex's support portal and process
• Manage work assignments, priorities, and schedules with input from management
• Act as the intermediary between internal/external clients and management and be the point of escalation
• Coordinate across other arenaflex products, platforms, and functions to ensure a seamless client experience
• Understand commercial and relationship impacts to arenaflex when dealing with clients
• Advocate as a change agent, to drive improvements across the support function
• Be available for On-Call duties where required
• Support Cloud and on-premise deployments of the arenaflex Decision Modeller, and User Interfaces (UI), using supported technologies

Qualifications:

* 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
• Be able 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:

* Ability to prioritize and manage multiple incidents

• Be able to work under pressure

Benefits:

* 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

What We Offer:

* A dynamic work environment that fosters collaboration, creativity, and professional development

• Opportunities for growth and advancement in a rapidly evolving industry
• A comprehensive benefits package, including medical, dental, and vision coverage
• A 401(k) matching program to help you plan for your future
• Paid time off and holidays to ensure work-life balance
• Access to cutting-edge technology and tools to support your success
• A culture that values diversity, equity, and inclusion

How to Apply:

If you're a motivated and customer-focused individual with a passion for technical problem-solving, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you! Apply To This Job Apply for this job