Experienced Full Stack Support Engineering Manager – 24/7 Cloud Operations

At arenaflex, we're revolutionizing the cloud computing landscape with our cutting-edge, high-performance cloud solutions. As a seasoned leader, you'll have the opportunity to drive the success and growth of our Customer Support Engineering Team, playing a pivotal role in delivering exceptional support to our clients. If you're passionate about building and managing high-performing teams, have a strong background in cloud operations, and are eager to join a dynamic organization, we invite you to explore this exciting opportunity.

About the Role:

As the Customer Support Engineering Team Manager at arenaflex, you'll be responsible for leading a 24/7 support team that addresses 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. You'll have the chance to build and maintain a highly skilled support team, develop training programs, and implement quality assurance measures to ensure the highest quality of support.

Key Responsibilities:

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

• Develop and implement training programs for new hires and ongoing professional development opportunities for team members.
• Establish distinct support responsibilities, boundaries, and Service Level Agreements (SLAs) for different client tiers.
• Serve as a technical escalation point, ensuring the highest quality of support and implementing quality assurance measures.
• Communicate effectively with clients during critical incidents and resolve conflicts when they arise.
• Track and report key performance indicators (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 strategies for team growth and scalability.

Essential Qualifications:

* At least 3 years of experience in 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.
• Proven leadership ability and excellent communication skills.
• Robust problem-solving skills and adaptability in a fast-paced environment.
• Experience with project management tools and methodologies.

Preferred Qualifications:

* Experience with talent acquisition and retention, including performance management and coaching/developing team members.

• Familiarity with implementing quality assurance measures and tracking KPIs.
• Experience with strategic planning for team growth and scalability.
• Familiarity with cloud computing and high-performance computing environments.

Skills and Competencies:

* Strong technical expertise in cloud operations, Linux, containerization, and Kubernetes.

• Excellent leadership and communication skills.
• Robust problem-solving skills and adaptability in a fast-paced environment.
• Experience with project management tools and methodologies.
• Ability to develop and implement training programs and quality assurance measures.
• Strong analytical and strategic thinking skills.

Career Growth Opportunities and Learning Benefits:

* Arenaflex is in an exciting stage of hyper-growth, offering numerous opportunities for career advancement and professional development.

• Collaborate with some of the best talent in the industry, who will want to learn from you too.
• Develop innovative solutions to complex problems in a dynamic and entrepreneurial environment.
• Participate in training programs and professional development opportunities to enhance your skills and knowledge.

Work Environment and Company Culture:

* Arenaflex is committed to fostering a collaborative and creative work environment, with a focus on innovative disruption.

• Our team cares deeply about how we build our product and how we work together, represented through our core values:

+ Be Curious at your Core + Act like an Owner + Empower Employees + Deliver Best In-Class Client Experience + Achieve More Together

• We offer a flexible, hybrid work environment, allowing you to tailor your work-life balance to your individual preferences.

Compensation and Benefits:

* Competitive salary, ranging from $130,000-$160,000 annually, based on market location and job-related knowledge, skills, and experience.

• 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

How to Apply:

If you're a seasoned leader with a passion for cloud operations and a desire to join a dynamic organization, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you! Apply for this job