Job Description
At arenaflex, we're on a mission to revolutionize the way businesses interact with their customers. As a key member of our Global Product Support team, the Experienced Full Stack Customer Escalation Engineer will play a vital role in supporting our enterprise customers and delivering exceptional experiences. If you're a driven, customer-focused professional with a passion for problem-solving and technical expertise, we want to hear from you. **About arenaflex** arenaflex is a B2B technology company dedicated to eradicating online identity fraud, money laundering, and other financial crimes to make the internet safer. We leverage AI, biometrics, machine learning, liveness detection, and automation to create solutions trusted by leading brands worldwide and respected by industry thought leaders. As the leading provider of online identity verification, eKYC, and AML solutions, we're expanding our team to meet strong client demand across various industries, including Financial Services, Travel, Sharing Economy, Fintech, Gaming, and more. **Role Purpose** The Experienced Full Stack Customer Escalation Engineer is responsible for supporting arenaflex's enterprise customers, providing expert technical guidance, and resolving complex issues. As a subject matter expert on arenaflex's solutions, you'll work closely with internal stakeholders across the organization, including Customer Success, Engineering, Product, Sales, and Account Management teams. Your primary focus will be on handling customer escalations, proposing solutions, and ensuring customer satisfaction. **Role Value** To succeed in this role, you should possess a unique blend of technical expertise, communication skills, and a customer-centric mindset. You'll be proactive, high-energy, motivated, and an excellent communicator, with a commitment to excellence and a desire to delight customers. Your proven track record in solving problems and attention to detail will enable you to thrive in this fast-paced environment. **Responsibilities** As an Experienced Full Stack Customer Escalation Engineer, your key responsibilities will include: * Supporting Customer Success, Engineering, Product, Sales, and Account Management teams by handling internal questions, providing product education and training, and engaging with customers * Effectively and efficiently handling all levels of technical support cases, from basic user questions to complex issues requiring in-depth technical knowledge * Analyzing and troubleshooting problems experienced by arenaflex customers, including reproducing issues and providing solutions * Managing technical issues and escalations to completion, which may require working standby hours * Performing technical certifications of customer integrations before launch * Collaborating with cross-functional agile teams, including developers, operations, product owners, and other key stakeholders * Contributing to arenaflex's internal and external Knowledge Base, producing technical documentation, incident reports, and release notifications **Experience and Qualifications** To excel in this role, you'll need: * At least 3-5 years of experience in a customer-facing Technical Support, Technical Account Management, or Customer Success role * A Bachelor's or Master's degree in Computer Science, Management Information Systems, or a related field * Excellent technical communication skills for a business audience, with the ability to provide clear technical explanations * Excellent troubleshooting and problem-solving skills, with a strong analytical and QA mindset * Proactive and able to think beyond the solution, identifying key areas for improvement in workflows and efficiencies * Experience handling customer escalations, providing frequent updates, and presenting findings to key account contacts * Knowledge of Web and mobile technologies, including REST, JSON, JavaScript, HTML, CSS, Java, jQuery, Angular JS, HTTPS, iOS, Android, React Native, or Flutter * Ability to multi-task and work in a fast-paced environment * Team player with a vested interest in continuous personal development * Experience in JIRA, Confluence, Salesforce, and Power BI is a plus * Experience troubleshooting and certifying API, Web, and Android/iOS Mobile SDK implementations is highly desirable * Availability for standby hours when required **Work Environment and Culture** This role can be based in Colombia and is remote. As a member of the arenaflex team, you'll enjoy a multicultural and geographically diverse work environment. We're committed to creating a culture of innovation, empowerment, and accountability, where every individual can thrive and grow. **Career Growth Opportunities and Learning Benefits** At arenaflex, we believe in investing in our employees' growth and development. As an Experienced Full Stack Customer Escalation Engineer, you'll have access to: * Ongoing training and development opportunities to enhance your technical skills and knowledge * Collaborative and dynamic work environment with opportunities for career growth and advancement * Flexible work arrangements and remote work options * Competitive compensation and benefits package * Recognition and rewards for outstanding performance and contributions **Compensation, Perks, and Benefits** arenaflex offers a comprehensive compensation and benefits package, including: * Competitive salary and bonus structure * Comprehensive health insurance and wellness programs * Retirement savings plan and stock options * Flexible work arrangements and remote work options * Professional development opportunities and training * Recognition and rewards for outstanding performance and contributions **Equal Opportunities** arenaflex is an equal opportunities employer, committed to creating a diverse and inclusive work environment. We welcome applications from individuals of all backgrounds, cultures, and statuses. If you're passionate about delivering exceptional customer experiences and have a strong technical background, we encourage you to apply. **How to Apply** If you're a motivated and customer-focused professional with a passion for problem-solving and technical expertise, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to welcoming you to the arenaflex team! Apply for this job