Experienced Customer Support Engineer – Observability Platform Expert

At arenaflex, we're revolutionizing the way organizations approach observability in the modern, containerized world. Our cutting-edge platform empowers customers to focus on the data and insights that matter, reducing data complexity, optimizing costs, and remediating issues faster. As a key member of our Customer Support team, you'll play a vital role in delivering exceptional support experiences to our customers, ensuring their success with our observability platform.

About arenaflex

arenaflex is the leading observability platform built for control in the modern, containerized world. Our innovative platform reduces data volumes and associated costs by 60% on average while saving developers thousands of hours. With our Fluent Bit-based Telemetry Pipeline, we optimize and simplify observability and security log data, transforming logs at the source and routing them to any destination without lock-in. Recognized as a leader by major analyst firms, arenaflex is trusted by the world's most innovative brands, including Snap, Robinhood, DoorDash, and Zillow.

The Role

As an Experienced Customer Support Engineer at arenaflex, you'll be a key contributor to our Customer Success team. You'll address technical issues encountered by our customers, working closely with the customer and building up a relationship with their team. You'll collaborate with the internal account team (CSA & SA), and when necessary, involve the internal engineering and product teams. Your expertise will help customers overcome complex technical challenges, ensuring their success with our observability platform.

Key Responsibilities

* Address technical issues encountered by our customers, working closely with the customer and building up a relationship with their team

• Collaborate with the internal account team (CSA & SA), and when necessary, involve the internal engineering and product teams
• Resolve difficult technical problems while working closely with the customer
• Document and present creative solutions to customers and internal teams
• Own issues and ensure they get resolved, organizing whatever resources are needed
• Find reproducible examples based on incomplete information from customers
• Categorize issues as misunderstandings, configuration problems, bugs, or feature requests
• Quickly and correctly decide whether to involve the engineering team
• Collaborate directly with the engineering team to isolate and fix problems and also identify areas of improvement to better serve our customer's needs
• Confirm that delivered fixes really address the original concern
• Contribute to documentation and knowledge base articles

Essential Qualifications

* 5+ years of experience in an engineering or support-related role

• Experience working directly with customers in a technical setting (preferably SaaS)
• Customer support experience ideally in the monitoring, observability, or data pipeline space
• Experience with Kubernetes, Terraform, and significant consideration if you also have Prometheus experience
• Technical understanding and experience with: Coding/SDLC, Linux, Cloud providers (AWS, GCP, Azure), Networking, Shell
• Strong communication skills both written and verbal
• Strong technical, analytic, and problem-solving skills that you consistently apply in an empathetic manner
• Desire and ability to learn on your feet

Nice to Have

* BS in computer science or related field, or code school graduate in lieu of direct experience

• AWS, Azure, or GCP Cloud Certification(s)
• Modern programming language familiarity and experience

What You'll Achieve

* In your first 30 days, you'll shadow other Support team members, learning about our product, our customers, our current support tools, and seeing a day in the life firsthand

• After 30 days, you'll start to take ownership of customer cases, working with the rest of the Support team to resolve any issues encountered
• After 90 days, you'll be the primary point of contact for a cross-section of customer issues

Location

* Remote, but must be located in UK, Netherlands, or Denmark

Your Team

* Reporting to Tom Walker, Head of Customer Support Engineering

Our Benefits

* Health Insurance Coverage

• Flexible Time Off
• Competitive Salary
• Stock Options
• And More

arenaflex is an equal opportunity employer. We welcome diverse perspectives and people who think rigorously and aren't afraid to challenge the standard. If you need additional accommodations to feel comfortable during your interview process, please email us at [email protected].

Before clicking “Submit Application”

To support our Diversity, Equity, and Inclusion (DEI) initiatives, we urge applicants to omit personal identifiers, including names, and any details that explicitly indicate gender or ethnicity from their applications to reduce bias. However, applying through our Applicant Tracking System (ATS) will include identifiable contact information. Although this step is optional, arenaflex is deeply committed to DEI. We recognize that achieving DEI is an ongoing journey for us as a company, and we believe it begins with our approach to hiring. Identifying information includes your name, photos, LinkedIn URL, email address, and more. Apply for this job