Experienced Full Stack Customer Support Engineer – Web & Cloud Application Development

At arenaflex, we're on a mission to revolutionize the way data is protected and respected. As a leading data protection provider, we're committed to empowering our customers to take control of their data, everywhere it's shared. Our market-leading portfolio of data encryption and privacy-enhancing applications are designed to be easy to use, fast to implement, and affordable for all. We're seeking an experienced Full Stack Customer Support Engineer to join our team. As a key member of our support team, you'll be responsible for delivering high-quality support to our customers, resolving technical and non-technical issues in a timely fashion. You'll work closely with our engineering team to identify and resolve complex issues, and collaborate with our sales team to ensure seamless customer onboarding.

About arenaflex

arenaflex is a dynamic and innovative company that's changing the rules for data privacy. Our team is passionate about creating an atmosphere that sparks creativity, connection, and professional growth. We're committed to empowering each other to do our best work and creating a brighter future for data privacy.

Compensation & Benefits

* Competitive salary: $75,000 - $85,000

• Comprehensive benefits package, including medical, dental, and vision benefits
• 401K contribution and stock options
• Flexible PTO policy and $1,500 annual Learning & Development Stipend
• Access to an Employee Assistance Program and Headspace mental health app
• High degree of flexibility and work-life balance

Responsibilities

As a Full Stack Customer Support Engineer, you'll be responsible for:

• Supporting and maintaining arenaflex customers, resolving technical and non-technical issues in a timely fashion over phone and email
• Providing high-level support to arenaflex's most complex enterprise customers
• Using business skills, technical analysis, and knowledge of the development lifecycle to solve complex issues and promote best practice
• Achieving high CSAT scores while maintaining a high ticket volume
• Isolating and identifying root causes using a variety of developer tools and applications
• Documenting bugs and escalating issues to the Engineering team as necessary, and following through on solutions
• Enhancing arenaflex's support resources: FAQs, documentation, and internal knowledge base
• Assisting Support leadership by identifying and flagging any trends, emergent issues, or areas for improvement
• Serving as an overflow resource for Tier I support requests
• Participating in the On Duty rotation (Pager Duty)

Skills & Qualifications

* 3+ years of Technical Support experience – ideally in the SaaS sector supporting/implementing complex technical configurations

• Excellent interpersonal skills, effective communicator over both email and phone
• Strong technical aptitude, analytical, and troubleshooting skills
• Proven track record of solving tickets in a fast-paced environment while maintaining high CSAT scores
• Experience creating internal and external support documentation
• Proven track record of making things better and going above and beyond
• Experience with any or all of the following: Gmail and Chrome extensions, Outlook, web-based apps, Android and iOS apps, Google Workspace administration, Microsoft Office 365 administration

Extra Credit

* Experience supporting or implementing email Gateways, APIs, or SDKs

• Proficient in at least one programming language; ideally JavaScript or Java
• Experience working in a fast-paced high-growth (startup) environment

arenaflex Qualities

* Thinking outside of the box to respectfully challenge your teammates and managers in the pursuit of excellence

• Strong sense of urgency with an action-oriented mindset
• Able to collaborate and adapt to shifting priorities as business needs evolve
• Comfortable with asynchronous communication including slack, email, zoom, etc.

How to Apply

If you're passionate about data protection and customer support, and you're looking for a challenging and rewarding role, we'd love 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!

About arenaflex's Culture

arenaflex is committed to building an inclusive environment for people of all backgrounds and everyone is encouraged to apply. arenaflex is an Equal Opportunity Employer and does not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by applicable national, federal, state, or local law.

Work Environment

arenaflex is a remote-first company, and we're committed to providing a flexible and supportive work environment. Our team is spread across the globe, and we're passionate about creating a culture that's inclusive and supportive of all team members.

Learning & Development

arenaflex is committed to providing ongoing learning and development opportunities for all team members. We believe that everyone has the potential to grow and develop, and we're passionate about creating a culture that supports and encourages learning and growth.

Diversity, Equity, Inclusion, and Belonging

arenaflex is committed to building an inclusive environment for people of all backgrounds and everyone is encouraged to apply. Our DE&I Council is dedicated to fostering an inclusive workplace and making the psychological safety of each and every one of our teammates a top priority. Apply for this job