Experienced Customer Support Specialist – Network as a Service (NaaS) Expert

At arenaflex, we're revolutionizing the way businesses connect to the cloud, data centers, and each other. As a global leader in Network as a Service (NaaS), we've transformed the industry with our innovative platform, used by global enterprises to build agile, scalable networks in minutes. With customers across North America, Europe, and APAC, our support team is at the core of delivering world-class service and technical expertise. We're looking for a highly skilled and motivated Customer Support Specialist to join our growing Mexico City team, supporting our English-speaking customers and helping resolve complex networking issues with confidence and care. If you're passionate about delivering exceptional customer experiences, have a strong background in network incident resolution, and are eager to join a dynamic team, we want to hear from you!

About arenaflex

arenaflex is a pioneering company that's changing the face of the tech industry. We're not your typical tech company – and we don't want to be. Our team is made up of problem solvers, pixel pushers, code slingers, and cloud fanatics who are passionate about collaboration, innovation, and customer satisfaction. We take our work seriously, but not ourselves. We work across time zones to execute on our global vision, trust each other to get things done, and never compromise our values for commercial gain.

Our Team Culture

Our culture is more than a poster on the wall – it's a way of life. We believe in collaboration over hierarchy, curiosity fuels our growth, and everyone's voice matters. We're a team that's passionate about delivering exceptional customer experiences, and we're looking for like-minded individuals to join us on this journey.

The Role

As a Customer Support Specialist at arenaflex, you'll be responsible for delivering high-quality, first-line and second-line support across networking, account, and portal issues. You'll troubleshoot IP networking issues (Layer 2/3), including BGP, DNS, and routing problems, and manage customer interactions across phone, ticketing, and web-based platforms. You'll also accurately track and document all cases in our systems, prioritize first-contact resolution, and escalate appropriately when needed.

Key Responsibilities:

* Deliver high-quality, first-line and second-line support across networking, account, and portal issues

• Troubleshoot IP networking issues (Layer 2/3), including BGP, DNS, and routing problems
• Manage customer interactions across phone, ticketing, and web-based platforms
• Accurately track and document all cases in our systems
• Prioritize first-contact resolution and escalate appropriately when needed
• Collaborate globally with engineering, NOC, and product teams to resolve issues
• Work with vendors, partners, and internal stakeholders to drive customer outcomes
• Identify ways to optimize services and improve our processes
• Meet or exceed support KPIs and maintain SLAs

Must-Have's:

* 3+ years of experience in network incident resolution or support (ISP, cloud, or data centre environment)

• CCNA or JNCIA certification (or equivalent hands-on experience)
• Strong knowledge of networking fundamentals: TCP/IP, BGP, DNS, MPLS, VLANs
• Fluent in English – both written and verbal communication
• Clear, professional communicator who can simplify technical issues for customers
• Strong attention to detail and time management
• Able to work autonomously and troubleshoot under pressure
• Comfortable working shifts as part of a global support model
• Able to attend the Mexico City office on Tuesday, Wednesday, and Thursday if rostered for a shift

Nice-to-Haves:

* Experience with Juniper and/or Cisco hardware platforms

• Familiarity with Internet Peering, MPLS Layer 2/3 VPNs, IS-IS, and network routing protocols
• Experience in virtualised environments (VMs, cloud platforms, etc.)
• Familiarity with ITIL or structured incident management processes

What We Offer:

* Flexible working environments

• Birthday Leave
• Generous study and training allowance + 5 days paid study leave
• Creative, fun, and contemporary workspaces
• Motivated team of industry experts and new talent
• Celebrated success with 'Legend' and 'Kudos' Awards
• Health and wellness program

Additional Information:

* #LI-DNI

• If you have any questions, please reach out to arenaflex's Talent Acquisition Team at [email protected]
• NOTE: All arenaflex business correspondence is conducted via our business email accounts (@arenaflex.com). If you have any concerns, please reach out to arenaflex's careers team [email protected] directly and we will verify the legitimacy of any communication. arenaflex will not ask you to create an account via Microsoft teams, and does not associate with any email accounts under "@arenaflexau.com".
• All applications will be treated in confidence.
• Please see Part 2 of our Privacy Policy to see what information arenaflex collects from job applicants, why, and how we store and use it. Note that you’re entitled to know what personal data of yours arenaflex holds, to request updates, rectification, and in some circumstances restriction or deletion thereof if you object (you being entitled to withdraw your consent to our holding your information at any time). Please see Part 5 of our Privacy Policy for more details on this and how to contact arenaflex's data protection officer if you have any further privacy-related questions. Candidates who meet the selection criteria will be invited to attend an interview. Strictly no Recruitment Agencies.

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