Manager, Customer Support Engineering (5pm-2am EST) at arenaflex

Join arenaflex, a pioneering cloud provider, as we revolutionize the way businesses harness the power of high-performance computing. As a Manager, Customer Support Engineering at arenaflex, you will play a pivotal role in shaping the future of our cutting-edge cloud technology services. Our mission is to deliver exceptional support to our clients, empowering them to achieve their goals with unparalleled speed and efficiency.

About arenaflex

arenaflex is a specialized cloud provider that delivers massive scale GPU compute resources on top of the industry's fastest and most flexible infrastructure. We build cloud solutions for compute-intensive use cases, such as VFX and rendering, machine learning and AI, batch processing, and Pixel Streaming, that are up to 35 times faster and 80% less expensive than the large, generalized public clouds. Our innovative approach has made us a leader in the industry, and we're excited to have you join our team.

The Role

As the Customer Support Engineering Team Manager at arenaflex, you will lead a pivotal segment of our Customer Success organization. This role is central to our mission of delivering exceptional high-performance cloud computing services. You will be responsible for building and maintaining a highly skilled 24/7 support team, and supporting them in addressing our clients' complex technical needs with expertise, efficiency, and empathy. This is an exciting opportunity to drive the success and growth of both our team and our cutting-edge cloud technology services.

Key Responsibilities

* Build and maintain a highly skilled 24/7 support team, ensuring they have the necessary expertise and resources to address client technical needs.

• Develop and implement quality assurance measures to ensure the highest level of support quality.
• Establish distinct support responsibilities, boundaries, and Service Level Agreements (SLAs) for each client tier.
• Communicate effectively with clients during critical incidents and resolve conflicts when they arise.
• Track and report KPIs, focusing on team performance and customer satisfaction.
• Collaborate with other departments to align on technical escalations, live incidents, customer needs, and feedback.
• Develop and implement training programs for new hires and ongoing professional development opportunities for team members.
• Play a key role in talent acquisition and retention, including performance management and coaching/developing team members according to their individual needs.

Essential Qualifications

* At least 3 years of experience with building and managing a 24/7 technical support team in a cloud operations environment.

• Strong background in Linux, containerization technologies, and Kubernetes.
• Understanding of virtualization and cloud computing concepts.
• Experience with Infrastructure as it relates to Data Center Operations.
• Leadership & Communication: Demonstrated leadership ability and excellent communication skills.
• Problem-Solving & Adaptability: Robust problem-solving skills and adaptability in a fast-paced environment.
• Project Management: Experience with project management tools and methodologies.

Preferred Qualifications

* Experience with implementing quality assurance measures.

• Ability to assess CoreWeave's customer support structure and establish distinct support responsibilities, boundaries, and SLAs for each client tier.
• Experience with communicating with clients during critical incidents and resolving conflicts when they arise.
• Strategic thinking and ability to track and report KPIs, focusing on team performance and customer satisfaction.

Work Environment and Company Culture

arenaflex is a dynamic and innovative company that values collaboration, creativity, and entrepreneurship. We foster an environment that encourages independent thinking, innovation, and problem-solving. Our team is passionate about delivering exceptional support to our clients, and we're committed to providing a work-life balance that allows our employees to thrive.

Compensation and Benefits

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $130,000-$160,000 annually. Pay is based on a number of factors, including market location and may vary depending on job-related knowledge, skills, and experience. We offer a comprehensive benefits package, including:

• Medical, dental, and vision insurance - 100% paid for the employee
• Company-paid Life Insurance
• Voluntary supplemental life insurance
• Short and long-term disability insurance
• Flexible Spending Account
• Tuition Reimbursement
• Mental Wellness Benefits through Spring Health
• Family-Forming support provided by Carrot
• Paid Parental Leave
• Flexible, full-service childcare support with Kinside
• 401(k) with a generous employer match
• Flexible PTO
• Catered lunch each day in our offices
• A casual work environment
• Work culture focused on innovative disruption

Growth Opportunities

arenaflex is in an exciting stage of hyper-growth, and we're constantly expanding our team. As a Manager, Customer Support Engineering, you will have the opportunity to develop your skills and expertise, and take on new challenges as our company continues to evolve.

How to Apply

If you're passionate about delivering exceptional support to our clients and driving the success and growth of our team, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. Apply Now! Apply for this job