Experienced Customer Support Engineer – Observability Platform
At arenaflex, we're revolutionizing the way companies approach observability in the modern, containerized world. Our cutting-edge platform empowers customers to focus on the data and insights that matter by reducing data complexity, optimizing costs, and remediating issues faster. If you're passionate about delivering exceptional customer experiences and have a knack for technical problem-solving, we want to hear from you.
About arenaflex
arenaflex is the leading observability platform built for control in the modern, containerized world. Our innovative platform reduces data volumes and associated costs by 60% on average while saving developers thousands of hours. arenaflex's Fluent Bit-based Telemetry Pipeline optimizes and simplifies observability and security log data, transforming logs at the source and routing them to any destination without lock-in. We're trusted by the world's most innovative brands, including Snap, Robinhood, DoorDash, and Zillow.
The Role
As a Customer Support Engineer at arenaflex, you'll be a key contributor to our Customer Success team. You'll address technical issues encountered by our customers, working closely with the customer and building up a relationship with their team. You'll collaborate with the internal account team (CSA & SA), and when necessary, involve the internal engineering and product teams. Your technical expertise and exceptional communication skills will enable you to resolve complex issues, document creative solutions, and present them to customers and internal teams.
Key Responsibilities
* Bring all the diverse and great aspects of your authentic self to work every day.
- Work independently and collaboratively in an interrupt-driven environment.
- Resolve difficult technical problems while working closely with the customer.
- Document and present creative solutions to customers and internal teams.
- Own issues and ensure they get resolved, organizing whatever resources are needed.
- Find reproducible examples based on incomplete information from customers.
- Categorize issues as misunderstandings, configuration problems, bugs, or feature requests.
- Quickly and correctly decide whether to involve the engineering team.
- Collaborate directly with the engineering team to isolate and fix problems and also identify areas of improvement to better serve our customer's needs.
- Confirm that delivered fixes really address the original concern.
- Contribute to documentation and knowledge base articles.
Essential Qualifications
* 5+ years of experience in an engineering or support-related role.
- Experience working directly with customers in a technical setting (preferably SaaS).
- Customer support experience ideally in the monitoring, observability, or data pipeline space.
- Experience with Kubernetes, Terraform, and significant consideration if you also have Prometheus experience.
- Technical understanding and experience with: Coding/SDLC, Linux, Cloud providers (AWS, GCP, Azure), Networking, Shell.
- Strong communication skills both written and verbal.
- Strong technical, analytic, and problem-solving skills that you consistently apply in an empathetic manner.
- Desire and ability to learn on your feet.
Nice to Have
* BS in computer science or related field, or code school graduate in lieu of direct experience.
- AWS, Azure, or GCP Cloud Certification(s).
- Modern programming language familiarity and experience.
What You'll Achieve
In your first 30 days, you'll shadow other Support team members, learning about our product, our customers, our current support tools, and seeing a day in the life firsthand. After 30 days, you'll start to take ownership of customer cases, working with the rest of the Support team to resolve any issues encountered. After 90 days, you'll be the primary point of contact for a cross-section of customer issues.
Location
Remote, but must be located in the UK, Netherlands, or Denmark.
Your Team
Reporting to Tom Walker, Head of Customer Support Engineering.
Our Benefits
* Health Insurance Coverage
- Flexible Time Off
- Competitive Salary
- Stock Options
- And More
arenaflex is an equal opportunity employer. We welcome diverse perspectives and people who think rigorously and aren't afraid to challenge the standard. If you need additional accommodations to feel comfortable during your interview process, please email us at [email protected].
Before Applying
To support our Diversity, Equity, and Inclusion (DEI) initiatives, we urge applicants to omit personal identifiers, including names, and any details that explicitly indicate gender or ethnicity from their applications to reduce bias. However, applying through our Applicant Tracking System (ATS) will include identifiable contact information. Although this step is optional, arenaflex is deeply committed to DEI. We recognize that achieving DEI is an ongoing journey for us as a company, and we believe it begins with our approach to hiring. Identifying information includes your name, photos, LinkedIn URL, email address, and more. Apply To This Job Apply for this job Apply for this job