Technical Customer Support Agent - Cloud
Join arenaflex, a leading provider of cloud-based data science solutions, as a full-time remote Technical Customer Support Agent. In this role, you will be the first point of contact for our enterprise customers, providing exceptional support via email, chat, and video/voice calls. As a member of our team of industry-leading data science and engineering professionals, you will have the opportunity to work with a diverse range of customers and contribute to the growth and success of arenaflex.
About arenaflex
arenaflex has its roots in the Python data science community, and our mission is to connect companies to open-source communities to create sustainable data-driven solutions that benefit the whole ecosystem. We believe in a culture of do-ers, learners, and collaborators, and we are looking for people who are motivated, humble, curious, and respectful of others. Our team is passionate about data science and engineering, and we are committed to creating a diverse and inclusive work environment.
What You'll Do
As a Technical Customer Support Agent, your primary responsibility will be to understand customers' questions and problems, and to work with our engineering team to resolve issues and provide solutions. This will involve:
* Making suggestions to customers and answering their questions directly in many cases, or working closely with our engineering team to efficiently resolve queries otherwise
* Experimenting with your own test deployments of our software to better understand it and reproduce customers' scenarios
* Maintaining the configuration of customers' infrastructure that we have created, particularly where customers are managing their own infrastructure to replicate the key components of their environments and reproduce any issues they report
* Inquiring to understand what customers are trying to achieve at a high level in their data science work, allowing you to recommend certain features and workflows, and feed back roadmap suggestions to our product development team
* Working to improve our public-facing product documentation and producing internal guidance documents for yourself and other support team members to help streamline support requests in the future
Responsibilities
* Provide exceptional customer support via email, chat, and video/voice calls
* Collaborate with our engineering team to resolve technical issues and provide solutions
* Experiment with test deployments of our software to better understand it and reproduce customers' scenarios
* Maintain the configuration of customers' infrastructure that we have created
* Inquire to understand customers' goals and objectives in their data science work
* Improve public-facing product documentation and produce internal guidance documents
* Work with a distributed team and customer base using tools such as JIRA, Slack, and Zoom
Requirements
* Remote work experience, with a willingness to work in a US zone
* Experience supporting or working with a highly technical product, ideally using cloud platforms (AWS, Google Cloud, Azure, etc) and enterprise-scale systems such as Kubernetes
* Structured and analytical problem-solving abilities
* Professional and positive attitude when working under pressure on time-sensitive tasks
* Ability to work with a distributed team and customer base using tools such as JIRA, Slack, and Zoom
* Experience working directly with customers as well as with engineering and product management teams
Preferred Qualifications
* Experience deploying on a cloud provider
* Knowledge of Git
* Experience with CI/CD
* Experience with Python
* Experience using some form of Infrastructure automation (i.e. Ansible, Salt, Puppet, Terraform etc)
Why You Should Join arenaflex
* Competitive compensation and comprehensive benefit package, including medical, vision, dental, 401K, and flexible paid time off
* Flexibility in work times and locations
* Vacation time is not just encouraged, but celebrated and modeled
* Opportunity to work with a diverse range of customers and contribute to the growth and success of arenaflex
* Collaborative and inclusive work environment
* Commitment to creating a diverse and inclusive work environment and proud to be an equal opportunity employer
Work Environment and Culture
arenaflex is a fully remote company, with a significant presence in the US, Europe, and South America. Our engineering team is fully remote, and we are headquartered in Austin, Texas. We value flexibility and work-life balance, and we offer a comprehensive benefit package to support our employees' well-being.
How to Apply
If you are a motivated and customer-focused individual with a passion for data science and engineering, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you are the ideal candidate for this role. We look forward to hearing from you!