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

At arenaflex, we're revolutionizing the way people interact with the digital world. As a Customer Solutions Engineer, you'll be at the forefront of this revolution, working closely with our customers to deliver exceptional digital experiences. If you're passionate about technology, customer success, and collaboration, we want to hear from you.

Introduction to arenaflex

arenaflex is a cutting-edge technology company that's changing the game with its innovative edge cloud platform. Our platform enables customers to create fast, secure, and reliable digital experiences by processing, serving, and securing applications at the edge of the internet. With a growing list of prominent customers, including Vimeo, Pinterest, The New York Times, and GitHub, we're committed to building a more trustworthy internet.

Job Summary

We're seeking an experienced Full Stack Customer Solutions Engineer to join our team. As a Customer Solutions Engineer, you'll be the primary technical contact and trusted advisor for our customers, building long-term relationships through proactive and thorough assistance. You'll work closely with our account management team to develop customer-specific strategies, build technical relationships across multiple stakeholders, and handle customer escalations. This role requires a strong technical background, excellent communication skills, and a customer-centric approach.

Key Responsibilities

As a Customer Solutions Engineer, you'll be responsible for:

• Acting as the primary technical contact and trusted advisor for our customers, building long-term relationships through proactive and thorough assistance.
• Working with the account management team to develop customer-specific strategies and build technical relationships across multiple stakeholders.
• Handling customer escalations and providing technical support to ensure customer satisfaction.
• Collaborating with multiple teams across arenaflex to drive customer initiatives and growth.
• Developing and maintaining technical documentation to ensure seamless customer onboarding and support.
• Providing technical mentorship and advisement to customers on deals within their vertical.
• Identifying key challenges across an account and developing alternatives and solutions that balance impact and effort.
• Partnering with Sales and Account Management to improve customer implementation and utilization of arenaflex's product portfolio.

What You'll Do:

* As the resident arenaflex architect for your customer, you'll be an extension of the customer's technical team, representing and championing their needs within arenaflex.

• Develop technical relationships with multiple customer contacts to build a deep understanding of their team, infrastructure, plans, and problems they're encountering.
• Present technical concepts in a streamlined manner, demonstrating comfort in working with technical devops contacts as well as various levels in the customer org.
• Post-sales implementation of arenaflex products, such as logging endpoints, image optimization, and VCL coding, while documenting key aspects of the customer's configuration for troubleshooting and engagement.
• Identify key challenges across an account and develop alternatives and solutions that balance impact and effort.
• Help investigate and recommend ways to improve customer implementation and utilization of arenaflex's product portfolio.
• Be your customer's champion and advocate within arenaflex, responsible for tracking and reporting on the health of your customer accounts.
• Develop mutually beneficial solutions to customer tasks, balancing customer impact and arenaflex cost/effort.
• Take initiative in adopting organizational changes and sharing progress/impact with the team.
• Add thought leadership to the team, while engaging others to contribute.
• Provide constructive feedback and coaching. Mentor new Cloud Engineers to strengthen their technical expertise as it relates to your area of specialty.
• Be an effective communicator, representing your accounts with all levels of management, including risks, new opportunities, and technical requirements.
• Work hands-on with CS and Sales Leaders along with internal teams and customers on any support requests or problems for assigned customers, driving escalation as necessary depending on severity.
• Assist in developing strategy for and participation in regularly scheduled customer meetings on-site and by video/phone as necessary.

What We're Looking For:

* At least 8+ years of related experience in Pre-Sales or Post-Sales in Sales Engineering, Technical Support, Technical Account Management, or Professional Services type roles, ideally with a background in CDNs, Cloud, and/or internet infrastructure products.

• Success as a relationship builder and collaborator with amazing verbal and written communication skills.
• Strong technical background and customer orientation.
• Empathy and understanding of the customer.
• Technical experience with:

+ HTTP, TCP, TLS, DNS, and other common protocols. + Scripting languages and web platforms, especially Varnish and VCL. + *nix operating systems. + Underlying internet technologies. + Clear understanding of network & system management solutions.

• Superior organizational and project management skills.

Work Hours and Location:

* This position will require you to be available during core business hours.

• While most duties will be performed during normal business hours, there is an occasional requirement for a flexible schedule as necessary based on customer needs.
• This position is open to both hybrid and remote.
• The preferred hybrid locations for this position are New York City, NY.
• Fastly currently embraces a largely hybrid model for most roles, which allows employees flexibility to split their time between the office and home.
• We are also willing to consider remote candidates in any area of the east coast of the US.
• This position may require travel as required by your role or requested by your manager.

Benefits:

* We care about you. arenaflex works hard to create a positive environment for our employees, and we think your life outside of work is important too.

• We offer a comprehensive benefits package, including medical, dental, and vision insurance, family planning, mental health support, insurance (Life, Disability, and Accident), a Flexible Vacation policy, and up to 18 days of accrued paid sick leave.
• We also offer 401(k) (including company match) and an Employee Stock Purchase Program.
• For 2024, we offer 10 paid local holidays and 11 paid company wellness days.

Why arenaflex?

* We have a huge impact. arenaflex is a small company with a big reach. Not only do our customers have a tremendous user base, but we also support a growing number of open source projects and initiatives.

• We love distributed teams. arenaflex's home-base is in San Francisco, but we have multiple offices and employees sprinkled around the globe.
• We value diversity. Growing and maintaining our inclusive and diverse team matters to us. We are committed to being a company where our employees feel comfortable bringing their authentic selves to work and have the ability to be successful -- every day.
• We are passionate. arenaflex is chock full of passionate people, and we're not 'one size fits all'. We love employees for who they are and what they are passionate about.

How to Apply:

If you're passionate about technology, customer success, and collaboration, we want to hear from you. A fully completed application and resume or CV are required when applying. Apply for this job