Experienced Senior Manager, Customer Engineering – AI-Powered Translation Solutions

At arenaflex, we're revolutionizing the way global organizations communicate with their customers, employees, and partners. As a leader in AI-powered translation solutions, we're seeking an experienced Senior Manager, Customer Engineering to join our team. This is an exciting opportunity to work with cutting-edge technology, collaborate with a talented team, and drive business growth.

About arenaflex

arenaflex is a leading provider of AI-powered translation solutions, trusted by top global organizations such as Intel Corporation, Canva, the United States Department of Defense, the United States Air Force, ASICS, and hundreds of others. Our Contextual AI Engine, Connector APIs, and Human Adaptive Feedback deliver accurate, nuanced translation across text, video, and speech in 100+ languages. Integrated with 100+ business systems, arenaflex helps enterprises scale global growth and deliver seamless multilingual experiences.

The Role

As a Senior Manager, Customer Engineering, you will lead a team of globally-distributed Localization Engineers and a team of Support Engineers. You will design and develop solutions to complex applications problems, system administration issues, and/or network concerns; perform systems management and integration functions; and lead teams in the execution of the same. Your primary responsibilities will include:

Management (30%)

* Lead a team of globally-distributed Localization Engineers and a team of Support Engineers

• Direct the implementation of application software
• Coach and develop team members to achieve their goals
• Set and track team goals and KPIs (Key Performance Indicators)
• Develop or approve project plans, schedules, or budgets
• Regularly report on progress and make recommendations for improvement
• Train system users in system operation or maintenance
• Manage the localization engineering and support engineering task queues efficiently

Customer Engineering (30%)

* Oversee technical problem-solving related to arenaflex's connector stack, file filters, Okapi Framework, and customer pre/post-processing

• Manage customer quotes and proposals (may involve preparing technical documentation)
• Support production teams with technology workflows and integration tools
• Perform ongoing hardware and software maintenance operations, including installing or upgrading hardware or software
• Develop application-specific software
• Develop system engineering, software engineering, system integration, or distributed system architectures
• Establish functional or system standards to address operational requirements, quality requirements, and design constraints
• Investigate system component suitability for specified purposes, and make recommendations regarding component use

Customer Support (20%)

* Manage the Support Engineering team responsible for handling customer tickets

• Verify stability, interoperability, portability, security, or scalability of system architecture
• Ensure timely resolution of customer issues and inquiries
• Implement processes for efficient handling of customer support tickets
• Research, test, or verify proper functioning of software patches and fixes
• Provide advice on project costs, design concepts, or design changes
• Provide technical guidance or support for the development or troubleshooting of systems

Communication and Collaboration; Product Improvements (20%)

* Collaborate with employees across the company

• Collaborate with engineers or software developers to select appropriate design solutions or ensure the compatibility of system components
• Act as the point of contact for the localization and support engineering teams
• Present the team's vision effectively to leadership and customers
• Identify and implement improvements to localization engineering processes for a competitive advantage
• Ensure a short and impactful feedback loop between customers and the engineering team
• Identify system data, hardware, or software components required to meet user needs
• Document design specifications, installation instructions, and other system-related information
• Communicate project information through presentations, technical reports, or white papers

Requirements

* Bachelor's degree or higher in computer science, computer engineering, mathematics, or a related technical field

• 8 years of software industry experience, including at least 3 years in a support, customer, or localization-engineering management role at a product services company
• Technical experience in Content Management Systems (CMS) administration (2 years)
• Technical experience Integrating to CMS systems for multilingual content workflows (2 years)
• Relational database experience using MySQL (4 years)
• Scripting/programing ability in programming languages including Java, Python, & HTML (demonstrated through 4 years of experience)
• Experience partnering with engineering to ensure platform stability and quality customer experience (5 years)
• Experience in technical incident management (4 years)
• Experience working with product and engineering teams to enhance software products (4 years)
• Experience delivering customer-focused solutions (5 years)
• Experience working with a complex services-oriented solution (4 years)

What We Offer

* Competitive salary: $150,000-215,000/year, DOE

• Opportunity to work with cutting-edge technology and a talented team
• Collaborative and dynamic work environment
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) matching program
• Paid time off and holidays
• Professional development opportunities

How to Apply

If you're a motivated and experienced professional looking to join a dynamic team, please submit your resume to arenaflex, Hannah Weller, 201 S Capitol Ave, Suite 600, Indianapolis, IN 46225. arenaflex is an equal opportunity employer and welcomes applications from diverse candidates.

Note

arenaflex is committed to a fair, inclusive, and transparent hiring process. As part of our recruitment efforts, we may use artificial intelligence (AI) and automated tools to assist in the evaluation of applications, including résumé screening, assessment scoring, and interview analysis. These tools are designed to support human decision-making and help us identify qualified candidates efficiently and objectively. All final hiring decisions are made by people. If you have any concerns or require accommodations related to the use of AI in our hiring process, please let us know at [email protected].

Equal Opportunity Employer

arenaflex is an equal opportunity employer. We extend equal opportunity to all individuals without regard to an individual's race, religion, color, national origin, ancestry, sex, sexual orientation, gender identity, age, physical or mental disability, medical condition, genetic characteristics, veteran or marital status, pregnancy, or any other classification protected by applicable local, state or federal laws. We are committed to the principles of fair employment and the elimination of all discriminatory practices.

Privacy Policy

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