Experienced Full Stack Senior Customer Success Engineer – Web & Cloud Application Development

Join arenaflex, a leading provider of innovative data security solutions, as a Senior Customer Success Engineer. In this role, you will be responsible for delivering exceptional technical support to our customers, ensuring their data remains protected and available. As a key member of our Global Customer Support and Success Organization, you will work closely with cross-functional teams to deliver world-class post-purchase experiences.

About arenaflex

arenaflex is a mission-driven company that aims to secure the world's data. With Zero Trust Data Security, we help organizations achieve business resilience against cyberattacks, malicious insiders, and operational disruptions. Our Security Cloud, powered by machine learning, secures data across enterprise, cloud, and SaaS applications. We empower organizations to uphold data integrity, deliver data availability that withstands adverse conditions, continuously monitor data risks and threats, and restore businesses with their data when infrastructure is attacked.

Our Culture

At arenaflex, we are dedicated to fostering a culture where people from all backgrounds are valued, feel they belong, and believe they can succeed. Our commitment to inclusion is at the heart of our mission to secure the world's data. We strive to create an inclusive atmosphere where individuals from all backgrounds feel a strong sense of belonging, can thrive, and do their best work. Our goal is to hire and promote the best talent, regardless of background, and continually review our hiring practices to ensure fairness.

Job Summary

As a Senior Customer Success Engineer at arenaflex, you will be responsible for delivering enterprise-level technical support to our customers via phone, web, email, chat, onsite visits, and other support channels as required. You will work closely with cross-functional teams to deliver world-class post-purchase experiences, ensuring our customers' data remains protected and available.

Key Responsibilities

- Independently diagnose and resolve problems in arenaflex products, as well as in the customer environment (e.g., physical Linux and Windows systems, VMWare virtual machines) - Troubleshoot networking connectivity and performance issues between arenaflex appliances and the cloud (e.g., AWS, Microsoft Azure), using Wireshark and other packet tracking and analysis tools - Author knowledge-base articles for customers and internal consumption, detailing the symptoms, cause, workaround, and solutions of common and/or known issues - Participate in weekend and holiday on-call/shift rotations - Work with arenaflex's Engineering and QA teams to recreate customers' issues in the lab. Review documentations (e.g., Release Notes, User Guide) on upcoming new software releases - Develop and enhance tools for analyzing logs, stats, and performance data collected within arenaflex appliances - Contribute to the effective and efficient handling of all levels of technical support cases from basic user questions to issues requiring more in-depth technical and problem-solving skills - Independently diagnose and resolve problems within our sphere of the customer environment - Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams - Work with 3rd parties on interoperability issues - Provide prompt and accurate feedback to customers - Ensure proper recording and closure of all issues - Design, define, and document support processes, training, and knowledge-base articles for customer and internal consumption - May work as assigned engineer on specific accounts - Managing top accounts for arenaflex - Addressing the most technically complex issues

Experience You'll Need

- 10+ years of experience in enterprise technical support in storage or backup verticals, including advanced issues such as snapshots, replication, data recovery, networking, and VMware administration - Must have working experience with Linux/Unix command line - Must have technical working experience of VMware, backup technologies, networking - Strong written and oral communication skills with the ability to document and present technical content to all levels - Strong experience in one or more of the following areas: Microsoft Enterprise Applications, Databases, Cloud Technologies (AWS, Azure, Google Cloud, Private Cloud Platforms), Storage (NAS and SAN) - Strong experience with scripting languages (bash, Python, Perl, PowerShell) is highly desirable - Bachelor's Degree in Computer Science, Engineering, related field, or relevant work experience - Hands-on experience with installation, deployment, troubleshooting, configuration, and tuning of enterprise applications and solutions - Demonstrated experience in delivering a high-touch and delightful experience - US citizenship - Will be located in an office (T-Th) - RTP is the preferred location

Position Risk Designation

This position carries duties and responsibilities involving the U.S. Federal Government's interests. The selected incumbent may be subject to one or both of the additional background checks with periodic re-screening as noted below: - Position Risk Designation: Non-Sensitive, Low Risk, Tier 1 - Position Risk Designation: Non-Sensitive, Moderate Risk, Tier 2 (Public Trust) - Position Risk Designation: Moderate Risk Law Enforcement (CJIS)

Compensation and Benefits

The minimum and maximum base salaries for this role are $119,500-$179,300 USD. The role is eligible for bonus potential, equity, and benefits. The range displayed reflects the minimum and maximum target for new hire salaries for the role based on U.S. location. Within the range, the salary offered will be determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

How to Apply

If you are a motivated and experienced professional looking to join a dynamic team that is committed to securing the world's data, please submit your application. arenaflex is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Apply for this job