Senior Customer Support Engineer – US Time Zone at arenaflex

Join the arenaflex team as a Senior Customer Support Engineer and be part of a dynamic and innovative organization that is revolutionizing the data analytics and business intelligence industry. arenaflex is a next-generation data analytics and business intelligence platform that excels at rapidly delivering business value from transactional data, providing a breakthrough in data analytics in 20 years. Our platform cuts project implementation time from months to weeks, provides revolutionary query speed, and maintains a unified, single source of truth for multiple workloads, including business intelligence, analytics, and machine learning.

About arenaflex

arenaflex is a cloud-based service that widens our reach into businesses of all sizes, offering a cost-effective, agile, and impactful analytics solution. With a customer satisfaction rate of over 98%, we pride ourselves on delivering exceptional customer experiences. Our goal is to build the best Customer Experience on the planet, and we're looking for talented individuals like you to help us achieve this vision.

Job Summary

As a Senior Customer Support Engineer at arenaflex, you will be responsible for delivering post-sales support and solutions to our customer base while serving as an advocate for customer needs. You will resolve post-sales non-technical customer inquiries via phone and electronic means, as well as technical questions regarding the use of and troubleshooting of our Electronic Support Services. Additionally, you will provide assistance to the rest of the Support engineers in troubleshooting complex and technically challenging issues, enrich both the internal and customer knowledge Base and user community, and participate in special Support projects.

Key Responsibilities

* Lead contributor individually and as a team member, providing direction and mentoring to others

• Provide day-to-day support to arenaflex customers, resolving issues related to installation, upgrade, performance, and clustering
• Assist in diagnosing and resolving incidents and service requests referenced by Support Engineers and Junior Support Engineers
• Research complex incidents and service requests and develop solutions
• Design reports and dashboards
• Enrich both the internal and customer Knowledge Base and user community
• Demonstrate excellent oral and written communication skills
• Ability to Lead special Support projects
• Participate on project teams related to your area of expertise and determine the support's needs regarding new tools
• Demonstrate commitment in areas of strategic importance to the organization

Requirements

* B.Sc. in Computer Engineering, Computer Science, or related field

• 8 years of total technical experience and 3-5 years of customer support experience
• 2+ years of work experience supporting analytics and BI software products
• Excellent analytical and troubleshooting skills
• Strong experience in setting up (including clusters) and troubleshooting: Linux, Tomcat, Web logic, Zookeeper, Spark, Hilex, and Kafka
• Good experience in Python, Knowledge in RDBMS, DB modeling, and SQL
• Ability to understand customer problems and provide a technical solution in a timely manner
• Ability to understand customer urgency and sensitivity of the problem
• Ability to speak confidently and communicate clearly with the customer
• Ability to work well in a demanding customer environment

Nice to Have

* Experience with BI tools like Tableau, MicroStrategy, PowerBI, or a similar product

• Experience supporting applications
• Oracle ERP (E-Business Suite) knowledge
• ITIL V3 Foundation and relevant technical certifications related to areas of expertise

Why Join arenaflex?

* Be part of an early team that is building a game-changing analytics product that will allow companies to answer complex questions in seconds...not days or weeks like the current solutions

• Work with a talented and innovative team that is passionate about delivering exceptional customer experiences
• Enjoy a dynamic and fast-paced work environment that offers opportunities for growth and development
• Receive competitive compensation and benefits, including health insurance, retirement plan, and paid time off
• Participate in professional development opportunities, including training and certification programs
• Enjoy a flexible work environment that allows for remote work and flexible hours

Equal Employment Opportunity

arenaflex provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

How to Apply

If you're a motivated and experienced customer support professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We can't wait to hear from you! Apply for this job