Experienced Customer Support Engineer – AI-Powered Healthcare Solutions
At arenaflex, we're revolutionizing the healthcare industry with cutting-edge artificial intelligence solutions. Founded by a visionary radiologist, our mission is to empower physicians with innovative AI-driven tools, transforming patient care and saving lives. With a strong focus on customer satisfaction and support, we're seeking an experienced Customer Support Engineer to join our growing team.
About arenaflex
arenaflex is a leading healthcare AI company that's making a real impact. Our AI-driven solutions are used by thousands of radiologists daily, supporting more than one-third of radiology groups and healthcare systems in the United States. With a valuation of $525M and over $140M in funding, we're backed by top investors, including Khosla Ventures, World Innovation Lab, and Gradient Ventures. Our latest advancements in generative AI are transforming the radiology landscape, and we're just getting started.
Why Join Us
We're looking for a talented Customer Support Engineer to join our team during a period of rapid growth. As a key member of our support team, you'll play a critical role in delivering top-tier technical customer service for our expanding product portfolio and growing community of physician users. You'll have the opportunity to work closely with our engineering teams, customers, and internal stakeholders to resolve complex technical issues and improve our products.
What You'll Be Doing
As a Customer Support Engineer at arenaflex, you'll be responsible for:
- Communicating effectively and empathetically with customers to understand issues, provide technical guidance, and share status updates on open cases.
- Providing thought leadership on our support playbook by developing support processes and documentation for arenaflex products.
- Working closely with customers and internal engineering teams to triage urgent issues and ensure SLA compliance.
- Troubleshooting and debugging web applications in a Windows environment, identifying and resolving software defects and performance bottlenecks.
- Collaborating with development and QA teams to provide timely feedback and recommendations for improving product reliability and performance.
- Adapting and thriving in a fast-paced startup environment with a willingness to learn new technologies.
- Supporting our 24/7 customer base with on-call shifts, including occasional night/weekend coverage.
Who We're Looking For
We're seeking a highly motivated and experienced Customer Support Engineer with:
- 3+ years of experience in customer-facing technical roles, such as technical support, technical account management, customer success, support engineering, or similar functions in software products.
- Experience in a radiology practice or a radiology-focused tech company.
- Exceptional written and verbal communication skills with strong interpersonal abilities.
- Proven experience in remotely supporting enterprise SaaS applications within a complex Windows environment.
- Ability to manage multiple open issues effectively, maintaining high quality and composure under pressure.
- Demonstrated ability to learn and implement new tools, applications, or cloud-based platforms to enhance operational efficiency.
- Familiarity with customer support systems, such as Linear, Zendesk, or similar platforms.
- Availability to work Pacific or Mountain Time Zone business hours.
Nice to Haves
While not required, the following skills and experience would be a plus:
- Knowledge of Active Directory and Single Sign-On technologies, such as SAML, ADFS, Azure AD, and Okta.
- Understanding of HL7 standards.
- Experience troubleshooting VPN and other networking issues.
- Familiarity with speech recognition technology.
Join Our Team
At arenaflex, we value diversity and provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We're committed to creating a workplace that's inclusive, collaborative, and driven by our mission to transform healthcare.
Benefits
As a full-time employee at arenaflex, you'll enjoy a comprehensive benefits package, including:
- Comprehensive Medical, Dental, Vision & Life insurance
- HSA (with employer match), FSA, & DCFSA
- 401(k)
- 11 Paid Company Holidays
- Location Flexibility (Remote-first company!)
- Flexible PTO policy
- Annual company-wide offsite
- Periodic team offsites
- Annual equipment stipend
How to Apply
If you're passionate about delivering exceptional customer support and making a meaningful impact in the healthcare industry, we'd love to hear from you! Please apply directly through our official careers page, and our recruiters will be in touch to discuss your qualifications and next steps. Apply To This Job Apply for this job