Experienced Customer Support Engineer – Technical Expertise in Manufacturing and Quality Control
At arenaflex, we're revolutionizing the way complex products are created, manufactured, and used across industries. Our cutting-edge platform offers unprecedented visibility into products, along with AI-driven tools that highlight problems and generate quantitative data. We're seeking an experienced Customer Support Engineer to join our team and provide top-notch technical expertise to our customers.
About arenaflex:
arenaflex was founded in 2019 with a mission to upgrade manufacturing. Our team of engineers with deep experience across the product development cycle, from initial ideas to shipping hardware, became frustrated by the cost and complexity of modern manufacturing. So, we decided to upgrade it. We're building for greater intelligence, autonomy, and speed, with a focus on deeper vision, operational excellence, and powerful insights.
About the Role:
As a Customer Support Engineer at arenaflex, you'll be the knowledgeable and professional front line contact for customers seeking real-time help and training. You'll possess in-depth knowledge of our hardware and software products, work closely with engineering to resolve issues and document learnings, and manage your work in a customer support platform. You'll also contribute to standard metrics for the team and help improve our Knowledge Base of self-serve material.
Key Responsibilities:
* Serve as a frontline technical expert by responding to and resolving customer support issues through multiple channels (email/tickets, calls, etc.), consistently meeting or exceeding SLAs while delivering an exceptional customer experience
- Develop expertise in arenaflex's hardware and software systems, with an emphasis on software, mastering troubleshooting and working with internal technical experts to solve customer problems
- Collaborate with engineering, product, and R&D teams to investigate, reproduce, and document software bugs, hardware malfunctions, and edge cases
- Drive continuous improvement by analyzing support metrics, ticket patterns, and customer feedback, and contributing to customer-facing Support Center
- Participate in on-call rotations to provide critical support for production customers, in accordance with service level agreements
- Be part of building and improving customer support workflows, triage processes, and escalation pathways to set up the team to scale
About You:
* Bachelor's degree in Engineering, Computer Science, or equivalent experience
- 3+ years of experience working in a technical customer-facing support role OR 3+ years of experience as a manufacturing, mechanical, industrial, or networking engineer
- Demonstrated troubleshooting skills across software and/or hardware systems in complex technical environments
- Experience reviewing log data
- Customer-centric mindset paired with excellent verbal and written communication skills
- Ability to manage multiple concurrent priorities and communication across cross-functional teams
Bonus Points:
* Experience with imaging systems, metrology equipment, or manufacturing inspection tools
- Experience supporting customers in regulated industries (medical devices, aerospace and defense)
- Familiarity with common networking protocols and/or OT (operational technology) network management
Additional Information:
* arenaflex offers competitive cash and equity compensation, as well as a health & wellness stipend, 401k, parental leave, flexible PTO, commuter benefits, company-wide events, and more!
- arenaflex is committed to building a team that represents a variety of backgrounds, perspectives, and skills, because the more inclusive we are, the better our work will be. We encourage you to apply even if you don't meet every single requirement listed.
- arenaflex is an equal opportunity employer and does not discriminate on the basis of race, color, ancestry, national origin, religion, age, gender, marital domestic partner status, sexual orientation, gender identity, disability, genetic information, or veteran status.
Why Join arenaflex?
* Be part of a revolutionary company that's changing the face of manufacturing
- Work with a talented team of engineers and experts who are passionate about innovation
- Develop your skills and expertise in a fast-paced and dynamic environment
- Enjoy a competitive compensation package and benefits
- Contribute to building a more inclusive and diverse team
How to Apply:
If you're excited about our technology, the opportunity, and are eager to learn more, we'd love to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job