Experienced Full Stack Customer Support Engineer – Technical Solutions and Hybrid Work Environment
At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a Senior Customer Support Engineer, you'll play a pivotal role in providing advanced technical support to our customers and partners, leveraging your system-level expertise to resolve complex issues and drive customer satisfaction.
About arenaflex
arenaflex is a leading innovator in the technology industry, dedicated to empowering businesses and individuals to thrive in an ever-evolving digital landscape. Our commitment to excellence, innovation, and customer-centricity has earned us a reputation as a trusted partner in the industry. With a strong presence in Marlborough and Bedford, MA, we're expanding our team to drive growth and excellence.
Job Summary
We're seeking an experienced Senior Customer Support Engineer to join our hybrid team, working from home two days a week and in our offices three days a week. As a key member of our technical support team, you'll provide advanced technical support to customers and partners, applying your expertise in system-level troubleshooting, Linux/Unix, and networking triage. If you're passionate about delivering exceptional customer experiences and have a strong background in technical support, we encourage you to apply.
Responsibilities
As a Senior Customer Support Engineer, you'll be responsible for:
- Providing advanced technical support to customers and partners, resolving complex issues through system-level troubleshooting and analysis
- Collaborating with cross-functional teams to identify and resolve technical issues, ensuring seamless customer experiences
- Developing and maintaining technical documentation, knowledge base articles, and training materials to support customer support efforts
- Participating in on-call rotations, providing 24/7 support to customers and partners
- Staying up-to-date with industry trends, technologies, and best practices to ensure expertise and knowledge sharing
- Collaborating with product development teams to identify and resolve technical issues, ensuring product quality and customer satisfaction
- Participating in quality assurance and testing efforts to ensure product quality and customer satisfaction
Requirements
To be successful in this role, you'll need:
- Excellent external customer support skills, including customer-facing oral and written communications, managing hot customers, and troubleshooting complex system problems
- Strong Linux/Unix triage skills, with experience in troubleshooting and resolving complex system issues
- Networking triage skills, with experience in networking, networked storage technologies, and related areas
- Scripting skills, with experience in developing and implementing scripts to automate tasks and resolve technical issues
- A Bachelor's or Master's degree in Computer Science or Technology, or equivalent work experience
Nice to Have Skills
* Backup applications, including Backup Exec, Commvault, IBM Spectrum Protect, NetBackup, Oracle RMAN, and Veeam
- Experience with cloud-based technologies, including AWS, Azure, and Google Cloud
- Experience with containerization and orchestration tools, including Docker and Kubernetes
- Experience with DevOps practices and tools, including Jenkins and Git
What's In It for You
* Competitive salary range of $110-$130K+, with opportunities for growth and advancement
- 3 weeks of vacation/PTO, 6 days of sick time, and a comprehensive benefits package, including medical, dental, vision, and 401(k) matching
- Opportunities for professional growth and development, including training, mentorship, and career advancement
- A dynamic and collaborative work environment, with a focus on innovation, excellence, and customer satisfaction
- A hybrid work environment, with two days of remote work and three days of office work
Benefits
* Comprehensive medical, dental, and vision insurance
- 401(k) matching program, with a generous company match
- 3 weeks of vacation/PTO, with opportunities for additional time off
- 6 days of sick time, with opportunities for additional time off
- Relocation assistance, with support for moving expenses
- Telecommute options, with flexible work arrangements
Equal Opportunity Employer
arenaflex is an equal opportunity employer, committed to diversity, equity, and inclusion. We welcome applications from qualified candidates of all backgrounds, experiences, and perspectives. If you need special assistance or an accommodation while seeking employment, please contact a member of our Human Resources team to make arrangements.
How to Apply
If you're passionate about delivering exceptional customer experiences and have a strong background in technical support, we encourage you to apply. Please submit your resume, cover letter, and any relevant certifications or documentation to our online application portal. We can't wait to hear from you! Apply for this job