Job Description
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 innovative solutions. If you're passionate about problem-solving, have a knack for communication, and thrive in a fast-paced environment, we want to hear from you. **About arenaflex** arenaflex is a leading provider of cutting-edge solutions that empower businesses to make data-driven decisions. Our team of experts is dedicated to delivering exceptional customer experiences, and we're committed to fostering a culture of innovation, collaboration, and growth. As a Customer Support Engineer, you'll be part of a dynamic team that's passionate about making a difference in the lives of our customers. **Key Responsibilities** As a Customer Support Engineer, you'll be responsible for: * Providing remote technical support to internal and external clients for both hosted and on-premise solutions * Collaborating with IT, operations teams, product development, and product management to drive innovation and improve customer experiences * Taking full ownership of client-reported incidents, understanding business and technical impacts on clients * Formulating technical and application solutions according to contractual Service Level Agreements with clients * Managing and resolving highly complex issues, acting as a liaison between engineering and consulting teams * Assuming a leadership role with clear effective communication when working with clients to resolve issues * Maintaining and determining ways to improve the customer experience, demonstrating a strong client-focus * Formulating changes to arenaflex products and services to reduce client impact * On-boarding customers to arenaflex's support portal and process * Managing work assignments, priorities, and schedules with input from management * Acting as the intermediary between internal/external clients and management and being the point of escalation * Coordinating across other arenaflex products, platforms, and functions to ensure a seamless client experience * Understanding commercial and relationship impacts to arenaflex when dealing with clients * Advocating as a change agent, to drive improvements across the support function * Being available for On-Call duties where required * Supporting Cloud and on-premise deployments of the arenaflex Decision Modeller, and User Interfaces (UI), using supported technologies **Qualifications** To succeed in this role, you'll need: * 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 * Ability 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** To excel in this role, you'll need: * Ability to prioritize and manage multiple incidents * Ability to work under pressure **Benefits** As a Customer Support Engineer at arenaflex, you'll enjoy: * 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 **Why arenaflex?** At arenaflex, we're committed to creating a workplace that's inclusive, supportive, and empowering. We believe in fostering a culture of innovation, collaboration, and growth, and we're passionate about making a difference in the lives of our customers. If you're looking for a challenging and rewarding career opportunity, we encourage you to apply to this role. **How to Apply** If you're a motivated and customer-focused individual with a passion for problem-solving, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job