Experienced External Support Engineer – Bridging Content Teams and Tools Engineering at arenaflex

At arenaflex, we're revolutionizing the way content creation teams collaborate with our cutting-edge tools and innovative approach to external support. As an External Support Engineer, you'll play a vital role in bridging the gap between our content teams and the tools engineering team, ensuring seamless communication and efficient issue resolution. If you're passionate about technical support, passionate about empowering teams, and passionate about driving innovation, we want to hear from you.

About arenaflex

arenaflex is a leading entertainment and media company that's changing the way people consume and interact with content. With a rich history of innovation and a commitment to excellence, we're constantly pushing the boundaries of what's possible. Our team is made up of talented individuals from diverse backgrounds and industries, united by a shared passion for creativity, technology, and collaboration.

Job Summary

As an External Support Engineer at arenaflex, you'll be the first point of contact for content teams experiencing issues with our tools. You'll provide technical support, create reference materials, and train external teams to get them up to speed with our toolset. You'll also work closely with our tools engineering team to identify and resolve issues, advocate for tool improvements, and drive cross-disciplinary dialogs to drive features from concept to completion.

Essential Functions/Responsibilities

* Provide technical support to content/external teams in regard to use of content tools, including troubleshooting and resolving issues

• Create reference materials and provide training to get external teams up to speed with the toolset, ensuring seamless onboarding and adoption
• Solve and debug possible issues with tools and workflows to quickly resolve issues for users, leveraging your technical expertise and problem-solving skills
• Escalate more complex or problematic issues to the tool development team, and work with production to track these issues in JIRA, ensuring timely resolution and minimal disruption
• Advocate for tools, workflow improvements, and suggestions from external teams, fostering a culture of collaboration and innovation
• Partner with other engineers to develop tools and processes that improve efficiency and quality, driving continuous improvement and excellence
• Guide or lead cross-disciplinary dialogs to drive features from initial concept to completion, ensuring alignment and buy-in across teams
• Exemplify reliability, accountability, and professionalism in all work-related interactions, setting a high standard for yourself and others

Skills and Abilities

* Ability to read and understand C# code, with a strong foundation in software development and technical troubleshooting

• Good written and verbal communication, including working with external partners and stakeholders, to ensure clear and effective collaboration
• Positive attitude and ability to receive and provide objective and constructive feedback, fostering a culture of growth and improvement
• Excellent organizational skills, with the ability to prioritize and manage numerous requests simultaneously, ensuring timely resolution and minimal disruption
• Self-motivating, with a strong sense of initiative and a willingness to take ownership of tasks and projects

Education and Experience

* Computer Science or related degree, or equivalent work experience, with a strong foundation in software development and technical troubleshooting

• Experience supporting a live service or tool environment, with a proven track record of resolving complex technical issues
• Unity 3D game and tool development experience, with a strong understanding of game development principles and best practices
• Experience with Jira, Confluence, or other defect-tracking software, with a strong understanding of agile development methodologies and project management tools
• iOS and Android mobile development experience, with a strong understanding of mobile app development principles and best practices
• 5 years experience in delivering production-level code in a professional environment, with a strong focus on quality, reliability, and scalability

Position Type/Expected Hours of Work

Our core hours are 10:00 am to 6:00 pm CST, which means you should be available for meetings and collaboration during this time. We're a remote-friendly company, with a flexible work environment that allows you to work from anywhere.

Other Duties

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Salary Range

At arenaflex, we carefully consider a wide range of compensation factors to determine your personal top of the market. We rely on market indicators to determine compensation and consider your specific job family, background, skills, and experience to get it right. These considerations can cause your compensation to vary and will also be dependent on your location. The overall market range for roles in this area of arenaflex is typically $150,000 – 325,000.

Why Join arenaflex?

* Collaborate with a talented team of engineers, designers, and product managers to drive innovation and excellence

• Work on cutting-edge projects that push the boundaries of what's possible in entertainment and media
• Enjoy a flexible work environment that allows you to work from anywhere
• Receive competitive compensation and benefits, including a comprehensive health insurance package, 401(k) matching, and paid time off
• Participate in professional development opportunities, including training, mentorship, and conference attendance
• Contribute to a company that's changing the way people consume and interact with content, with a strong commitment to diversity, equity, and inclusion

How to Apply

If you're passionate about technical support, passionate about empowering teams, and passionate about driving innovation, we want to hear from you. Please submit your application, including your resume, cover letter, and any relevant work samples or projects. We can't wait to hear from you! Apply for this job