Job Description
Join arenaflex, a pioneering data analytics and business intelligence platform, as we revolutionize the way businesses extract value from transactional data. We're seeking an exceptional Senior Customer Support Engineer to join our team, working in the US time zone. As a key member of our support team, you'll be responsible for delivering top-notch post-sales support and solutions to our customers, while advocating for their needs and driving continuous improvement. **About arenaflex** arenaflex is a next-generation data analytics and business intelligence platform that has disrupted the industry with its unparalleled speed, agility, and cost-effectiveness. Our cloud-based service has enabled us to reach businesses of all sizes, providing a unified, single source of truth for multiple workloads, including business intelligence, analytics, and machine learning. With a 90% customer acquisition rate and a 98% customer retention rate, we're proud of our reputation for delivering exceptional value to our customers. **Your Role** As a Senior Customer Support Engineer, you'll be a leading contributor to our support team, providing direction and mentoring to others. Your primary focus will be on delivering post-sales support and solutions to our customers, while serving as an advocate for their needs. You'll be responsible for: * Resolving post-sales non-technical customer inquiries via phone and electronic means * Providing technical support and troubleshooting for our Electronic Support Services * Assisting junior support engineers in troubleshooting complex and technically challenging issues * Enriching both the internal and customer knowledge base and user community * Designing reports and dashboards to enhance customer experience * Participating in special support projects and determining the support needs regarding new tools * Demonstrating commitment to areas of strategic importance to the organization **Key Responsibilities** * Provide day-to-day support to arenaflex customers, resolving issues related to installation, upgrade, performance, and clustering * Assist in diagnosing and resolving incidents and service requests referenced by support engineers and junior support engineers * Research complex incidents and service requests, developing solutions * Design reports and dashboards to enhance customer experience * Enrich both the internal and customer knowledge base and user community * Participate in special support projects and determine the support needs regarding new tools * Demonstrate excellent oral and written communication skills * Lead special support projects and participate on project teams related to your area of expertise **Requirements** * B.Sc. in Computer Engineering, Computer Science, or a related field * 8 years of total technical experience, with 3-5 years of customer support experience * 2+ years of work experience supporting analytics and BI software products * Excellent analytical and troubleshooting skills * Strong experience in setting up (including clusters) and troubleshooting: Linux, Tomcat, Web logic, Zookeeper, Spark, Hilex, and Kafka * Good experience in Python, Knowledge in RDBMS, DB modeling, and SQL * Ability to understand customer problems and provide a technical solution in a timely manner * Ability to understand customer urgency and sensitivity of the problem * Ability to speak confidently and communicate clearly with the customer * Ability to work well in a demanding customer environment **Nice to Have** * Experience with BI tools like Tableau, MicroStrategy, PowerBI, or a similar product * Experience supporting applications * Oracle ERP (E-Business Suite) knowledge * ITIL V3 Foundation and relevant technical certifications related to areas of expertise **Why Join arenaflex?** * Be part of an early team building a game-changing analytics product that will revolutionize the industry * Work with a talented team of professionals who are passionate about delivering exceptional customer experience * Enjoy a dynamic and fast-paced work environment with opportunities for growth and development * Receive competitive compensation and benefits, including health insurance, retirement plan, and paid time off * Participate in our employee recognition and reward program, recognizing outstanding performance and contributions * Enjoy a comprehensive training program, including onboarding, technical training, and soft skills development * Collaborate with cross-functional teams, including product development, sales, and marketing **Equal Employment Opportunity** arenaflex provides equal employment opportunities to all employees and applicants for employment, prohibiting discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. **How to Apply** If you're passionate about delivering exceptional customer experience and want to be part of a revolutionary team, apply now to join arenaflex as a Senior Customer Support Engineer – US Time Zone. 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