Experienced Customer Support Engineer – Observability and Cloud Solutions

At arenaflex, we're revolutionizing the way organizations approach observability and cloud solutions. Our cutting-edge platform empowers customers to focus on the data and insights that matter, reducing data complexity, optimizing costs, and remediating issues faster. As a key member of our Customer Success team, you'll play a vital role in delivering exceptional support to our customers, ensuring they get the most out of our platform.

About arenaflex

arenaflex is the leading observability platform built for control in the modern, containerized world. Our innovative solution reduces data volumes and associated costs by 60% on average, saving developers thousands of hours. With our Fluent Bit-based Telemetry Pipeline, we optimize and simplify observability and security log data, transforming logs at the source and routing them to any destination without lock-in. Recognized as a leader by major analyst firms, arenaflex is trusted by the world's most innovative brands, including Snap, Robinhood, DoorDash, and Zillow.

The Role

As an Experienced Customer Support Engineer, you'll be the primary point of contact for a cross-section of customer issues, working closely with the customer and internal teams to resolve technical problems and deliver creative solutions. You'll be responsible for:

• Addressing technical issues encountered by our customers, working independently and collaboratively in an interrupt-driven environment
• Documenting and presenting solutions to customers and internal teams
• Owning issues and ensuring they get resolved, organizing resources as needed
• Finding reproducible examples based on incomplete information from customers
• Categorizing issues as misunderstandings, configuration problems, bugs, or feature requests
• Collaborating directly with the engineering team to isolate and fix problems and identify areas of improvement
• Confirming that delivered fixes really address the original concern
• Contributing to documentation and knowledge base articles

You Must Have

* 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 Will Achieve

* In your first 30 days, you'll shadow other Support team members, learning about our product, customers, 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 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

Why Join arenaflex?

* arenaflex is an equal opportunity employer, welcoming diverse perspectives and people who think rigorously and aren't afraid to challenge the standard

• We're committed to Diversity, Equity, and Inclusion (DEI) initiatives, and we urge applicants to omit personal identifiers from their applications to reduce bias
• arenaflex is a company that values learning, growth, and innovation, and we're excited to have you join our team!

How to Apply

If you're passionate about delivering exceptional support and want to be part of a cutting-edge platform that's revolutionizing the way organizations approach observability and cloud solutions, apply now to join our team at arenaflex! Apply for this job