Experienced External Support Engineer – Bridge Between Content Teams and Tools Engineering at arenaflex

At arenaflex, we're revolutionizing the way content creation teams collaborate and innovate. As a key member of our External Support Engineer team, you'll play a vital role in bridging the gap between our content teams and the tools engineering team. If you're passionate about delivering exceptional support, driving tool improvements, and fostering cross-functional collaboration, we want to hear from you.

About arenaflex

arenaflex is a cutting-edge entertainment and media company that's changing the way people consume content. With a strong focus on innovation, creativity, and customer satisfaction, we're constantly pushing the boundaries of what's possible. Our team is comprised of talented individuals from diverse backgrounds, united by a shared passion for excellence and a commitment to making a lasting impact.

Job Summary

As an External Support Engineer at arenaflex, you'll be the primary point of contact for content teams experiencing issues with our tools. You'll work closely with our tools engineering team to resolve problems, create reference materials, and provide training to ensure seamless adoption of our toolset. Your expertise will help drive tool improvements, advocate for user needs, and foster a culture of collaboration and innovation.

Key Responsibilities

* Provide technical support to content/external teams in regards to use of content tools, ensuring timely resolution of issues and high levels of customer satisfaction

• Create reference materials and provide training to get external teams up to speed with the toolset, promoting efficient adoption and minimizing support requests
• Solve and debug possible issues with tools and workflows, working closely with the tools engineering team to resolve complex problems and improve overall tool performance
• Escalate more complex or problematic issues to the tool development team, and work with production to track these issues in JIRA, ensuring seamless communication and collaboration
• Advocate for tools, workflow improvements, and suggestions from external teams, driving user-centric innovation and continuous improvement
• Partner with other engineers to develop tools and processes that improve efficiency and quality, fostering a culture of collaboration and knowledge-sharing
• Guide or lead cross-disciplinary dialogs to drive features from initial concept to completion, ensuring alignment with business objectives and user needs
• Exemplify reliability, accountability, and professionalism in all work-related interactions, setting a high standard for customer support and team collaboration

Essential Skills and Abilities

* Ability to read and understand C# code, with a strong foundation in software development principles and practices

• Excellent written and verbal communication skills, including the ability to work effectively with external partners and stakeholders
• Positive attitude and ability to receive and provide objective and constructive feedback, promoting a culture of growth and continuous improvement
• Excellent organization skills, with the ability to prioritize and manage numerous requests simultaneously, ensuring timely resolution of issues and high levels of customer satisfaction
• Self-motivating and able to work independently, with a strong sense of accountability and a commitment to delivering exceptional results

Education and Experience

* Computer Science or related degree, or equivalent work experience, with a strong foundation in software development and technical support

• Experience supporting a live service or tool environment, with a proven track record of delivering high-quality support and resolving complex technical issues
• Unity 3D game and tool development experience, with a strong understanding of game development principles and practices
• Experience with Jira, Confluence, or other defect tracking software, with a strong understanding of agile development methodologies and collaboration tools
• iOS and Android mobile development experience, with a strong understanding of mobile app development principles and practices
• 5 years' experience in delivering production-level code in a professional environment, with a strong foundation in software development principles and practices

Position Type/Expected Hours of Work

Our core hours are 10:00am to 6:00pm CST, which means you should be available for meetings and collaborations during this time. As a remote worker, you'll have the flexibility to work from anywhere, but we expect you to be available and responsive during our core hours.

Other Duties

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Salary Range

At arenaflex, we carefully consider a wide range of compensation factors to determine your personal top of market. We rely on market indicators to determine compensation and consider your specific job family, background, skills, and experience to get it right. These considerations can cause your compensation to vary and will also be dependent on your location. The overall market range for roles in this area of arenaflex is typically $150,000 - $325,000. We offer a competitive salary, comprehensive benefits package, and opportunities for growth and professional development.

How to Apply

If you're passionate about delivering exceptional support, driving tool improvements, and fostering cross-functional collaboration, 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