Experienced Customer Reliability Specialist – Behavioral Health Technology Support

At arenaflex, we're revolutionizing the way behavioral care is delivered through data-driven insights and personalized support. As a pioneer in this space, we're seeking a skilled Customer Reliability Specialist to join our team and bridge 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 mission-driven organization dedicated to helping clinicians deliver the world's most effective behavioral care. We believe that taking care of one's mental health is vital and that technology can play a significant role in making this possible. Our team is passionate about creating innovative solutions that positively impact people's lives every single day.

The Opportunity

As a Customer Reliability Specialist, you'll be the primary technical escalation point in the United States for complex customer issues, working closely with our R&D team to troubleshoot technical challenges and develop automation scripts to streamline operations and support processes. You'll analyze system performance metrics, recommend improvements, and create technical documentation for internal and customer use. Your expertise will be essential in ensuring 24/7 system reliability, and you'll participate in on-call rotation to guarantee seamless support.

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

Essential Qualifications and Skills

* 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 Have Qualifications and Skills

* 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?

* Opportunity to join a startup that is having a meaningful impact on the well-being and mental health of thousands

• A product that positively impacts people's lives every single day
• A team of amazing people with a shared vision and the infinite drive to make it happen
• In addition to your compensation, we offer wide and generous health benefits, significant equity, and 401(k) plans matched to 4%
• Opportunity to build, grow and become highly instrumental in shaping how technology can increase the effectiveness of therapy
• Hybrid & remote work opportunities
• Mental health days off so you can take any given moment simply because you need them
• The base pay range for this position is $85,000-$100,000 per year. The determination of what a specific employee in this job classification is paid depends on several factors, including, but not limited to, prior employment history/job-related knowledge, qualifications and skills, length of service, and geographic location

What We Offer

* A dynamic and supportive work environment that encourages growth and innovation

• Opportunities for professional development and career advancement
• A comprehensive benefits package, including health insurance, retirement plan, and paid time off
• A collaborative and inclusive team culture that values diversity and creativity
• Flexible work arrangements to support work-life balance
• Access to cutting-edge technology and tools to support your work
• Recognition and rewards for outstanding performance and contributions

How to Apply

If you're passionate about making a difference in the lives of others and are looking for a challenging and rewarding role, we encourage you to apply. Please submit your resume and a cover letter explaining why you're the ideal candidate for this position. We can't wait to hear from you! Apply Now! Apply for this job