Technical Customer Support Engineer - Hybrid Role
At arenaflex, we're on a mission to empower our customers to protect and save lives, accelerate justice, and preserve privacy in communities around the world. As a global leader in Digital Intelligence solutions for the public and private sectors, we're committed to streamlining intelligence processes and transforming how our customers collect, review, analyze, and manage data in legally sanctioned investigations. With a presence in over 140 countries and trusted by thousands of leading agencies and companies, we're looking for a talented Technical Customer Support Engineer to join our team in the Americas region.
About the Role
We're seeking a highly skilled and experienced Technical Customer Support Engineer to join our hybrid team based in Vienna, VA or Morristown, NJ. As a key member of our support team, you'll be responsible for handling technical issues generated by our customers in daily operations and projects. You'll work closely with internal teams to troubleshoot and resolve technical issues on our Digital Intelligence solutions, using a range of communication channels including phone, email, and chat. Your excellent problem-solving skills, strong communication abilities, and passion for support will enable you to take the lead in resolving complex technical issues and delivering exceptional customer experiences.
Key Responsibilities
* Handle technical issues generated by customers in daily operations and projects
- Troubleshoot and resolve technical issues on arenaflex's Digital Intelligence solutions
- Use phone, email, and chat services to support customers
- Utilize CRM for case management and direct communication with customers or partners during troubleshooting and issue resolution
- Cooperate and communicate closely with all internal teams within arenaflex
- Follow established SLA & KPI
Requirements
*
A Must
+ Hands-on experience with: - Windows Server and Workstation - Advanced - Enterprise Network services and products - Advanced - Open-source tools (e.g. Nginx, Elastic Search, Open DJ) - Basic + Project management skills - Basic + At least 3 years of experience in technical support or IT support + At least 3 years of experience in supporting solutions and projects + Excellent hands-on problem-solving skills and follow through in both one-on-one and group situations + Outstanding soft skills, including communication on both written and verbal + Proven customer experience with technical orientation + Fast and agile learning skills as our technology evolves constantly and quickly + Responsible personality to handle support cases from open to close + Ability to work full-time + Ability to function appropriately under stressful conditions
An Advantage
+ Knowledge/Certifications: - AWS Cloud services / MS Azure - Knowledge in databases (SQL, Scripting) - Experience in Mobile Cellular world - Experience in SaaS environments - Supporting infrastructure - Knowledge of mobile phone OS (iOS, Android...) - Technical Certifications (like CCNA, MCSA...) + Skills & Qualities: - Passionate about support - Take the lead attitude - Strive to solve problems for others - Good communication skills (oral and written) - Ability to work both in a team environment and individually - Coordination skills in Project, Monday Board, Salesforce + Languages & Other Requirements: - Native English spoken and written - Spanish and/or Portuguese would be a benefit
What We Offer
* A dynamic and supportive work environment with a team of experienced professionals
- Opportunities for career growth and professional development
- A comprehensive benefits package, including medical, dental, and vision insurance
- A 401(k) retirement plan with company match
- Paid time off and holidays
- Access to cutting-edge technology and training opportunities
- A collaborative and inclusive company culture
How to Apply
If you're a motivated and experienced Technical Customer Support Engineer looking for a new challenge, please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!
Equal Employment Opportunity
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion. Apply for this job