Job Description
At arenaflex, we're revolutionizing the way data is protected and respected. As a leading provider of data protection solutions, we're committed to empowering our customers to take control of their data, everywhere it's shared. We're seeking an experienced Customer Support Engineer to join our team and help us deliver exceptional support to our customers. **About arenaflex** arenaflex is a cutting-edge data protection provider backed by some of the most prominent venture capital firms in Silicon Valley and the Mid-Atlantic region. Our mission is to change the rules for data privacy, and we're committed to respecting the people and data that matter most. With a market-leading portfolio of data encryption and privacy-enhancing applications, we're making it remarkably easy for our customers to protect their data, fast to implement, affordable for all, and built on the Trusted Data Format (TDF) open standard. **Our Culture** At arenaflex, we're passionate about creating an atmosphere that sparks creativity, connection, and professional growth. We're dedicated to empowering each other to do our best work, and we're building something special. We believe that when you respect data, you're demonstrating respect for the people who own that data. Our motto is "Respect the people. Respect the data." **Compensation and Perks** We offer a competitive compensation package, including a base salary of $75,000 - $85,000, plus a range of benefits and perks that prioritize your wellbeing and professional growth. These include: * A flexible PTO policy, encouraging you to take time off to recharge * A $1,500 annual Learning & Development Stipend to support your ongoing learning and professional development * Frequent company-sponsored team celebrations and social events * Access to an Employee Assistance Program and Headspace, a mental health app tailored to your needs * A flat 3% contribution to your retirement account * A high degree of flexibility to balance your work and personal life **Responsibilities** As a Customer Support Engineer at arenaflex, you'll be responsible for delivering exceptional support to our customers, resolving technical and non-technical issues in a timely fashion over phone and email. You'll work closely with our Engineering team to identify and resolve complex issues, and you'll be the first point of contact for most customer escalations. Your responsibilities will include: * Supporting and maintaining arenaflex customers, resolving technical and non-technical customer issues in a timely fashion over phone and email * Providing high-level support to arenaflex's most complex enterprise customers * Using your business skills, technical analysis, and knowledge of the development lifecycle to solve complex issues and promote best practice * Achieving high CSAT scores while maintaining a high ticket volume * Isolating and identifying root causes using a variety of developer tools and applications * Documenting bugs and escalating issues to the Engineering team as necessary, and following through on solutions * Enhancing arenaflex's support resources, including FAQs, documentation, and internal knowledge base * Assisting Support leadership by identifying and flagging any trends, emergent issues, or areas for improvement * Serving as an overflow resource for Tier I support requests * Participating in the On Duty rotation (Pager Duty) **Skills and Qualifications** To succeed in this role, you'll need: * 3+ years of Technical Support experience, ideally in the SaaS sector supporting or implementing complex technical configurations * Excellent interpersonal skills, effective communication over both email and phone * Strong technical aptitude, analytical, and troubleshooting skills * A proven track record of solving tickets in a fast-paced environment while maintaining high CSAT scores * Experience creating internal and external support documentation * A proven track record of making things better and going above and beyond * Experience with any or all of the following: Gmail and Chrome extensions, Outlook, web-based apps, Android and iOS apps, Google Workspace administration, Microsoft Office 365 administration **Extra Credit** While not required, experience with the following will be a bonus: * Supporting or implementing email Gateways, APIs, or SDKs * Proficient in at least one programming language, ideally JavaScript or Java * Experience working in a fast-paced high-growth (startup) environment **Virtruvian Qualities** To thrive in this role, you'll need to embody the following Virtruvian qualities: * Thinking outside of the box to respectfully challenge your teammates and managers in the pursuit of excellence * A strong sense of urgency with an action-oriented mindset * Ability to collaborate and adapt to shifting priorities as business needs evolve * Comfortable with asynchronous communication, including Slack, email, and Zoom **Diversity, Equity, Inclusion, and Belonging** arenaflex is committed to building an inclusive environment for people of all backgrounds. We believe that everyone should feel welcome and valued, and we're dedicated to fostering a culture of diversity, equity, inclusion, and belonging. Our DE&I Council is dedicated to making the psychological safety of each and every one of our teammates a top priority. **How to Apply** If you're passionate about data protection and security, and you're looking for a challenging and rewarding role, we'd love 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! Apply for this job