Senior Director of Global Customer Support Engineering – Technical Leadership, Strategy, and Team Development

Who We Are – arenaflex

arenaflex is a fast‑growing, private‑equity backed technology company that sits at the dynamic crossroads of software innovation and healthcare delivery. Our flagship platform powers electronic prescribing for clinicians and streamlines insurance verification for payers, creating a seamless, error‑free experience for patients, doctors, and insurers alike. With a mission to modernize the prescription lifecycle, we combine deep domain expertise, cutting‑edge cloud architecture, and a relentless focus on user‑centric design. As we scale rapidly across North America and Europe, we are looking for visionary leaders who can shape the future of technical support and champion a culture of excellence.

The Role – Director of Customer Support Engineering

As the Director of Customer Support Engineering at arenaflex, you will own the strategy, execution, and continuous improvement of a global, high‑performing support organization. You will be the technical voice of the customer, guiding a team of engineers and managers to resolve the most complex integration challenges, drive product reliability, and turn support insights into strategic product enhancements. This role sits at the intersection of Product, Engineering, and Customer Success, requiring a blend of hands‑on technical acumen, people leadership, and strategic foresight.

Key Responsibilities

• Leadership & Coaching: Mentor and develop Support Managers and their teams, fostering a culture of accountability, technical excellence, and customer‑first thinking.
• Strategic Planning: Define the long‑term vision for global Support Engineering, including organizational structure, tooling, and operating models aligned with arenaflex’s growth objectives.
• Cross‑Functional Collaboration: Partner closely with Product, Engineering, QA, Implementation, and Customer Success to ensure seamless issue resolution and proactive support initiatives.
• Incident Management: Design and continuously refine incident response, escalation protocols, and root‑cause analysis processes to minimize downtime and improve mean‑time‑to‑resolution (MTTR).
• Metrics & Data‑Driven Improvement: Implement and track service level agreements (SLAs), customer satisfaction (CSAT), Net Promoter Score (NPS), and backlog health; use analytics to drive performance enhancements.
• Feedback Loop Creation: Identify recurring customer pain points and work with Engineering and Product to address them at the source, influencing roadmap priorities.
• Technical Escalation Point: Serve as the senior escalation contact for complex technical issues that require deep product knowledge, log analysis, API debugging, and integration support.
• Enablement & Training: Lead technical enablement programs for both the support engineering team and customer‑facing groups, ensuring consistent knowledge transfer and skill growth.
• Customer Advocacy: Represent arenaflex in high‑visibility customer conversations, executive briefings, and industry forums, championing the customer’s perspective.
• Proactive Support Strategy: Develop health‑check programs, monitoring frameworks, and educational resources that anticipate issues before they impact the end user.
• Operational Planning: Work with the COO, People Operations, Vendor Management, and Finance to forecast headcount, budget needs, and hiring strategies for the upcoming fiscal year.

What You’ll Bring – Essential Qualifications

• Experience: Minimum 10 years of experience in technical support or engineering roles, with at least 5 years leading people and building high‑performing technical teams.
• Education: Bachelor’s degree in Computer Science, Engineering, or a related discipline; advanced degrees or relevant certifications are a plus.
• Technical Expertise: Deep knowledge of cloud‑based, data‑driven web applications. Proven experience with Microsoft Azure PaaS services (App Gateway, App Service, Function Apps, Web Jobs, Storage Accounts), SQL Server, RESTful APIs, and full‑stack development (React front‑end, C# back‑end).
• Innovation Mindset: Demonstrated ability to adopt emerging technologies such as Generative AI, Agentic AI, and custom automation tools to increase support efficiency and scalability.
• Regulatory Acumen: Experience in highly regulated environments—preferably healthcare—with a solid grasp of security, data protection, compliance, and access‑control requirements.
• Core Competencies:
  • Strategic Leadership: Shape global support strategy, own budgetary decisions, and align cross‑functional teams around shared goals.
  • Complex Problem Solving: Navigate ambiguous, high‑stakes situations, converting strategic intent into scalable support processes.
  • Impact & Discretion: Make decisions that affect customer retention, product adoption, and corporate reputation, understanding the long‑term consequences.
  • Collaboration & Influence: Engage executives and major customers, negotiate priorities across Product, Engineering, and Customer Success, and act as the senior escalation point.
  • People Management: Direct a global technical support organization through layered management, fostering a culture of continuous learning and improvement.

Preferred Qualifications & Additional Skills

• Experience leading support functions in SaaS or health‑tech companies.
• Familiarity with ITIL, SRE, or similar service‑delivery frameworks.
• Track record of implementing AI‑driven ticket triage or automated diagnostics.
• Strong communication skills—both written and verbal—tailored to technical and non‑technical audiences.
• Ability to thrive in a fast‑paced, hyper‑growth environment while maintaining a calm, solution‑focused demeanor.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its leaders. As Director of Customer Support Engineering, you will have access to:

• Executive mentorship from the COO and VP of Engineering.
• Leadership development programs covering advanced people‑management, strategic thinking, and emerging technology trends.
• Opportunities to influence product direction at the highest level, giving you a seat at the table for roadmap planning.
• Cross‑departmental projects that broaden your expertise in product management, compliance, and data analytics.
• Conference sponsorships and industry event participation to keep you at the forefront of support engineering best practices.

Work Environment & Culture at arenaflex

Our culture is built on three pillars: Innovation, Collaboration, and Well‑Being. We empower teams to experiment, iterate, and deliver bold solutions while maintaining a supportive, inclusive atmosphere. Remote work is a core part of our model, offering flexible schedules that respect work‑life balance. Regular virtual coffee chats, quarterly all‑hands, and an annual company off‑site foster community and shared purpose.

Compensation, Perks & Benefits (General Overview)

• Competitive base salary commensurate with experience, plus performance‑based bonuses.
• Equity participation in arenaflex’s growth journey.
• Comprehensive medical, dental, and vision coverage for you and your family.
• Flexible paid time off, 13 paid holidays, sick leave, and parental leave.
• 401(k) plan with company match.
• Remote‑work stipend for home‑office setup and ongoing technology upgrades.
• Annual company off‑site retreat focused on team building and strategic planning.
• Learning & development budget for certifications, courses, and conferences.

Why This Role Is Perfect for You

If you thrive on building leaders, shaping high‑performing technical cultures, and turning complex challenges into lasting, systemic solutions, this role is your next career milestone. You will be the champion of the customer’s voice, translating real‑world problems into product enhancements that drive loyalty and market differentiation.

Application Process

Ready to lead arenaflex’s global support engineering team into its next phase of growth? Submit your application today and join a purpose‑driven organization that is redefining healthcare technology.

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Equal Opportunity Statement

arenaflex is an Equal Employment Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.