Experienced Customer Reliability Specialist – Technical Support & SRE Expert

At arenaflex, we're on a mission to revolutionize the way we approach behavioral health and wellness. As a Customer Reliability Specialist, you'll play a critical role in ensuring the seamless delivery of our cutting-edge technology solutions to healthcare providers across the United States. If you're a technical troubleshooter with a passion for diving deep into complex systems and a customer-first mindset, we want to hear from you.

About Us

arenaflex is a pioneering company that's dedicated to harnessing the power of data, measurement, and personalization to deliver the world's most effective behavioral care. Our mission is to empower clinicians with the support they need to do the important work only they can do. With a product that positively impacts people's lives every single day, a team of amazing people with a shared vision, and a commitment to making a meaningful difference in the world, we're an exciting and dynamic place to work.

The Opportunity

As a Customer Reliability Specialist, you'll be the primary technical escalation point in the United States for complex customer issues, serving as the bridge between our R&D team and US operations. You'll design, implement, and maintain monitoring solutions for system metrics, logs, and alerts, interface directly with customers to resolve sophisticated technical challenges, and develop and maintain automation scripts to streamline operations and support processes. You'll also analyze system performance metrics and recommend improvements, collaborate with the R&D team to troubleshoot complex technical issues, create and maintain technical documentation for internal and customer use, and participate in on-call rotation to ensure 24/7 system reliability.

Key Responsibilities

* Serve as the primary technical escalation point in the United States for complex customer issues (Tier 3/4 support)

• Design, implement, and maintain monitoring solutions for system metrics, logs, and alerts
• Interface directly with customers to resolve sophisticated technical challenges
• Develop and maintain automation scripts to streamline operations and support processes
• Analyze system performance metrics and recommend improvements
• Collaborate with the R&D team to troubleshoot complex technical issues
• Create and maintain technical documentation for internal and customer use
• Participate in on-call rotation to ensure 24/7 system reliability

Essential Qualifications

* 2+ years of experience in technical support, DevOps, or SRE roles

• Strong proficiency in shell scripting and at least one of: Python, Go, or Ruby
• Extensive experience with API implementations and troubleshooting; familiarity with testing tools like Postman, curl (Linux command), or directly through code
• Proven experience with monitoring tools and observability platforms such as Grafana and Prometheus; familiarity with logging and search platforms like OpenSearch
• Strong understanding of logging systems and log analysis
• Experience with alert management and incident response, including tools like PagerDuty or Opsgenie
• Database administration experience with SQL (e.g., MySQL, PostgreSQL) and NoSQL (e.g., MongoDB, Cassandra) databases
• Experience with cloud platforms (AWS/Azure/GCP)
• Strong Linux systems administration experience (RHEL/CentOS, Ubuntu/Debian) including shell scripting, user management, system updates and networking.
• Excellent problem-solving and analytical skills
• Strong written and verbal communication skills
• Ability to work independently and collaborate with international teams

Nice to Have Qualifications

* Engineering background or relevant technical degree

• Healthcare or behavioral health technology industry experience
• Experience working with distributed teams
• Knowledge of security and compliance requirements in healthcare

What We Offer

* A competitive salary range of $85,000-$100,000 per year

• Wide and generous health benefits
• Significant equity
• 401(k) plans matched to 4%
• Hybrid & remote work opportunities
• Mental health days off
• Opportunity to build, grow, and become highly instrumental in shaping how technology can increase the effectiveness of therapy
• A dynamic and supportive team environment
• The chance to make a meaningful impact on the well-being and mental health of thousands

Why Join arenaflex?

* We're a startup that's making a real difference in the world

• We're passionate about delivering cutting-edge technology solutions that positively impact people's lives
• We're committed to creating a supportive and inclusive work environment that fosters growth and development
• We offer a competitive salary and benefits package
• We're a dynamic and innovative company that's always looking for new ways to improve and grow

How to Apply

If you're a motivated and experienced technical professional with a passion for delivering exceptional customer support, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you and explore how you can join our team and make a meaningful impact on the world. Apply for this job