Experienced Customer Reliability Specialist – Technical Support & SRE Expert for arenaflex Behavioral Care Solutions
At arenaflex, we're revolutionizing the way behavioral care is delivered through data-driven insights and personalized support. Our mission is to empower clinicians with the tools they need to make a meaningful impact on people's lives. We're seeking a skilled Customer Reliability Specialist to join our team, bridging the gap between our R&D team and US operations. This role combines technical support expertise with infrastructure monitoring and optimization, ensuring our systems maintain peak performance while delivering exceptional customer support.
About arenaflex
arenaflex is a pioneering company in the behavioral care industry, dedicated to providing effective solutions for mental health professionals. Our innovative approach combines data, measurement, and personalization to deliver exceptional care. We're passionate about creating a world where mental health is prioritized, and our team is committed to making a meaningful difference.
The Opportunity
As a Customer Reliability Specialist at arenaflex, you'll be the primary technical escalation point for complex customer issues in the United States. You'll design, implement, and maintain monitoring solutions for system metrics, logs, and alerts, ensuring our systems remain reliable and efficient. Your expertise will be invaluable in resolving sophisticated technical challenges, developing automation scripts, and analyzing system performance metrics.
Key Responsibilities
* Serve as the primary technical escalation point in the United States for complex customer issues (Tier 3/4 support)
- Design, implement, and maintain monitoring solutions for system metrics, logs, and alerts
- Interface directly with customers to resolve sophisticated technical challenges
- Develop and maintain automation scripts to streamline operations and support processes
- Analyze system performance metrics and recommend improvements
- Collaborate with the R&D team to troubleshoot complex technical issues
- Create and maintain technical documentation for internal and customer use
- Participate in on-call rotation to ensure 24/7 system reliability
Qualifications and Skills
To succeed in this role, you'll need:
- 2+ years of experience in technical support, DevOps, or SRE roles
- Strong proficiency in shell scripting and at least one of: Python, Go, or Ruby
- Extensive experience with API implementations and troubleshooting; familiarity with testing tools like Postman, curl (Linux command), or directly through code
- Proven experience with monitoring tools and observability platforms such as Grafana and Prometheus; familiarity with logging and search platforms like OpenSearch
- Strong understanding of logging systems and log analysis
- Experience with alert management and incident response, including tools like PagerDuty or Opsgenie
- Database administration experience with SQL (e.g., MySQL, PostgreSQL) and NoSQL (e.g., MongoDB, Cassandra) databases
- Experience with cloud platforms (AWS/Azure/GCP)
- Strong Linux systems administration experience (RHEL/CentOS, Ubuntu/Debian) including shell scripting, user management, system updates and networking.
- Excellent problem-solving and analytical skills
- Strong written and verbal communication skills
- Ability to work independently and collaborate with international teams
Nice to Haves
* Engineering background or relevant technical degree
- Healthcare or behavioral health technology industry experience
- Experience working with distributed teams
- Knowledge of security and compliance requirements in healthcare
Why Join arenaflex?
* Be part of a startup that's making a meaningful impact on mental health and well-being
- Work on a product that positively impacts people's lives every single day
- Collaborate with an amazing team of like-minded individuals who share a passion for innovation
- Enjoy a competitive compensation package, including a base pay range of $85,000-$100,000 per year
- Receive wide and generous health benefits, significant equity, and 401(k) plans matched to 4%
- Take advantage of hybrid and remote work opportunities
- Enjoy mental health days off to prioritize your well-being
- Grow and develop your skills in a dynamic and supportive environment
How to Apply
If you're a motivated and detail-oriented individual with a passion for technical support and SRE, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. Apply Now! Apply for this job