Job Description
At arenaflex, we're not your typical tech company – and we don't want to be. arenaflex is the global leader in Network as a Service (NaaS), transforming the way businesses connect to the cloud, data centers, and each other. We're publicly listed on the Australian Stock Exchange and partnered with the biggest names in tech like Amazon, Microsoft, Google, Oracle, IBM, and more. Headquartered in Brisbane with a crew of over 350 people spread across Asia-Pacific, Europe, and the Americas, our employees enjoy an environment that is collaborative, supportive, and (actually) fun. **Our Team Culture** We're a team of problem solvers, pixel pushers, code slingers, and cloud fanatics. Culture is more than a poster on the wall here – collaboration beats hierarchy, curiosity fuels our growth, and everyone's voice matters. We take our work seriously, but not ourselves. We work across time zones to execute on our global vision, trust each other to get things done, and never compromise our values for commercial gain. Most importantly, we place our customers at the center of everything we do. **About The Role** At arenaflex, we're changing the way the world connects to the cloud. As a leading Network-as-a-Service (NaaS) provider, our platform is used by global enterprises to build agile, scalable networks in minutes. With customers across North America, Europe, and APAC, our support team is at the core of delivering world-class service and technical expertise. We're looking for an experienced Customer Support Specialist to join our growing Mexico City team, supporting our English-speaking customers and helping resolve complex networking issues with confidence and care. **Key Responsibilities:** * Deliver high-quality, first-line and second-line support across networking, account, and portal issues. * Troubleshoot IP networking issues (Layer 2/3), including BGP, DNS, and routing problems. * Manage customer interactions across phone, ticketing, and web-based platforms. * Accurately track and document all cases in our systems. * Prioritise first-contact resolution and escalate appropriately when needed. * Collaborate globally with engineering, NOC, and product teams to resolve issues. * Work with vendors, partners, and internal stakeholders to drive customer outcomes. * Identify ways to optimise services and improve our processes. * Meet or exceed support KPIs and maintain SLAs. **Must-Have’s:** * 3+ years of experience in network incident resolution or support (ISP, cloud, or data centre environment). * CCNA or JNCIA certification (or equivalent hands-on experience). * Strong knowledge of networking fundamentals: TCP/IP, BGP, DNS, MPLS, VLANs. * Fluent in English – both written and verbal communication. * Clear, professional communicator who can simplify technical issues for customers. * Strong attention to detail and time management. * Able to work autonomously and troubleshoot under pressure. * Comfortable working shifts as part of a global support model. * Able to attend the Mexico City office on Tuesday, Wednesday, and Thursday if rostered for a shift. **Nice-to-Haves:** * Experience with Juniper and/or Cisco hardware platforms. * Familiarity with Internet Peering, MPLS Layer 2/3 VPNs, IS-IS, and network routing protocols. * Experience in virtualised environments (VMs, cloud platforms, etc.). * Familiarity with ITIL or structured incident management processes. **What We Offer:** * Flexible working environments * Birthday Leave * Generous study and training allowance + 5 days paid study leave * Creative, fun, and contemporary workspaces * Motivated team of industry experts and new talent * Celebrated success with ‘Legend’ and ‘Kudos’ Awards * Health and wellness program **Additional Information:** * arenaflex is an equal opportunities employer and welcomes applications from diverse candidates. * arenaflex is committed to providing a safe and inclusive work environment for all employees. * arenaflex is a proud supporter of the local community and encourages employees to get involved in volunteer work and community events. **How to Apply:** If you're passionate about delivering exceptional customer support and have a strong background in network and cloud services, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to our Talent Acquisition Team at [[email protected]](mailto:[email protected]). Apply for this job