Experienced Customer Support Engineer – Technical Problem-Solving and Customer Experience Expert

At arenaflex, we're on a mission to empower developers to build, scale, and secure the fastest, most personalized web experiences. Our Frontend Cloud provides the developer experience and infrastructure to help customers like Under Armour, eBay, The Washington Post, Johnson & Johnson, and Zapier create dynamic user experiences on the web. As a Customer Support Engineer at arenaflex, you'll play a critical role in helping our customers overcome technical challenges and get the most out of our platform.

About arenaflex

arenaflex is a company that's passionate about creating an environment where our team members can do the best work of their lives. We believe that by fostering a culture of collaboration, innovation, and inclusivity, we can help our customers achieve their goals and create a better web for everyone. Our team is made up of talented individuals from diverse backgrounds and industries, and we're committed to empowering an inclusive community within our organization.

About the Role

We're looking for a highly skilled Customer Support Engineer to join our team. As a Customer Support Engineer, you'll be responsible for resolving customer concerns, creating and improving internal tooling, and engineering solutions to help arenaflex customers get the most out of our platform. You'll work closely with our engineering team to troubleshoot customer issues, develop and improve internal tools, and provide advice and assistance to other teams.

Key Responsibilities

* Solving interesting cases for arenaflex customers and providing expert-level support to help them overcome technical challenges

• Troubleshooting customer issues alongside our engineering team to identify and resolve root causes
• Working with other arenaflex teams to provide advice and assistance, both internally and externally
• Developing and improving internal tools alongside engineering to enhance the customer experience
• Specializing in a few product areas and owning that within the team to provide in-depth expertise
• Improving existing and identifying new internal documentation, processes, and policies to ensure seamless customer support
• Assisting Customer Success Managers with Enterprise requests to ensure a seamless customer experience

About You

To be successful in this role, you'll need to be an excellent communicator who can earn our customers' trust and understand technical problems quickly. You'll also need to have a background in frontend development, enjoy technical writing, and have a passion for digging deep to find and resolve root causes. Here are some of the key qualifications and skills we're looking for:

• 3+ years of experience in a highly technical support role
• Frontend development experience with Next.js
• Understanding of modern web architecture, frontend frameworks like React, cloud technologies, serverless computing, and DNS
• Exceptional communication skills and ability to explain complex technical concepts to non-technical stakeholders
• Experience with incident management and procedural communication
• Comfortable working with a fully remote, globally distributed team
• Passion for delivering a customer experience second to none
• Availability to work within a weekend and on-call rota

Bonus If You

* Have experience supporting backend runtime environments, especially Node.js

• Have experience with CDNs and a good understanding of caching techniques
• Work with monorepos and/or custom, complex CI/CD pipelines

Benefits

At arenaflex, we're committed to providing a comprehensive benefits package that includes:

• Competitive compensation package, including equity
• Inclusive Healthcare Package
• Learn and Grow - we provide mentorship and send you to events that help you build your network and skills
• Flexible Time Off
• We will provide you the gear you need to do your role, and a WFH budget for you to outfit your space as needed

Why Join arenaflex?

arenaflex is a company that's passionate about creating an environment where our team members can do the best work of their lives. We believe that by fostering a culture of collaboration, innovation, and inclusivity, we can help our customers achieve their goals and create a better web for everyone. If you're passionate about delivering exceptional customer experiences and want to be part of a dynamic team that's shaping the future of the web, we'd love to hear from you.

How to Apply

If you're excited about this opportunity and want to join our team, please submit your application through our website. We can't wait to hear from you! Apply for this job