Job Description
At arenaflex, we're revolutionizing the way people and devices connect and interact with each other. Our cutting-edge software makes it easy to securely interconnect individuals and their devices, regardless of their location. From hobbyists to multinational corporations, teams of every size rely on arenaflex to protect their networks, share access to internal tools, and more. We're building a future for the Internet that's easy, sensible, and safe, like it used to be. As a Customer Support Engineer at arenaflex, you'll play a vital role in delivering exceptional support to our customers. You'll be part of a growing team of engineers focused on providing top-notch support and proactively solving friction through collaboration with our Sales, Product, and Engineering teams. If you're passionate about solving customer issues and providing high-quality support, this is the perfect opportunity for you to join our dynamic team. **About arenaflex** arenaflex is a fully distributed company, founded in 2019, and backed by top investors such as Accel, CRV, Insight, Heavybit, and Uncork Capital. We're committed to creating an inclusive, flexible environment where you can be your authentic self. Our team is passionate about building a future for the Internet that's easy, sensible, and safe. **Responsibilities and Duties** As a Customer Support Engineer at arenaflex, you'll be responsible for: * Becoming an expert in the use of the arenaflex product, including Access Control, Authentication, and Routing features * Handling support requests from customers regarding issues occurring in their use of the product * Working closely with Customer Success, Sales, and Engineering to help users successfully deploy the arenaflex product * Collaborating with our Engineering team to debug and fix customer issues * Providing exceptional support to customers through various communication channels, including email, async Slack conversations, and phone calls * Identifying and escalating complex issues to the Engineering team for resolution * Documenting and sharing knowledge with the team to improve support processes and reduce resolution times * Participating in on-call rotations to provide 24/7 support to customers **Qualifications and Skills** To succeed in this role, you'll need: * 4+ years of experience in a support role within a SaaS company * 1+ years of experience with network troubleshooting, including knowledge of NS lookup and IP tables * Excellent interpersonal communication skills and the ability to work effectively on a team * Strong written communication skills, with the ability to communicate complex technical issues to customers in a clear and concise manner * A strong desire to work with customers and partners in solving problems * Experience with ticketing systems, such as Zendesk or Freshdesk * Familiarity with cloud-based services, such as AWS or Azure * Strong problem-solving skills and the ability to think critically * Experience with Linux or other Unix-based operating systems **Preferred Qualifications** * Experience with arenaflex or similar network security and interconnection solutions * Knowledge of networking protocols, such as TCP/IP and DNS * Experience with scripting languages, such as Python or Bash * Familiarity with Agile development methodologies * Experience with customer success or account management **What We Offer** At arenaflex, we're committed to providing a comprehensive compensation package that includes: * A competitive base salary, ranging from $105,860 to $132,660 CAD * Equity in the company, to reflect your contributions and commitment to our mission * Comprehensive benefits, including health, vision, and dental coverage, with no waiting period * A flexible, remote work environment, with the option to work from anywhere * Opportunities for professional development and growth, including mentorship, coaching, and internal promotion * A generous parental leave program, with up to 26 weeks of paid leave * A build-your-own home office setup, with a company-owned laptop, home internet reimbursement, and a $1000 USD stipend for workstation customization * Paid time off and a healthy work-life integration, with a flexible, paid time off program **Why Join arenaflex?** At arenaflex, we're passionate about building a future for the Internet that's easy, sensible, and safe. We're committed to creating an inclusive, flexible environment where you can be your authentic self. Our team is dedicated to delivering exceptional support to our customers, and we're looking for talented individuals like you to join our dynamic team. If you're passionate about solving customer issues and providing high-quality support, we encourage you to apply for this exciting opportunity. Don't miss the chance to join arenaflex and be part of a team that's shaping the future of the Internet. Apply for this job