Experienced Customer Support Engineer – Network Security and Interconnection Solutions

At arenaflex, we're revolutionizing the way people and devices connect, making it easy to securely interconnect individuals and their devices, no matter where they are. Our mission is to build a future for the Internet that's easy, sensible, and safe, like it used to be. As a Customer Support Engineer on our growing team, you'll play a vital role in delivering exceptional support and proactively solving friction through collaboration with our Sales, Product, and Engineering teams.

About arenaflex

arenaflex is a fully distributed company, founded in 2019, and backed by top investors such as Accel, CRV, Insight, Heavybit, and Uncork Capital. We're passionate about creating a future for the Internet that's accessible, secure, and enjoyable for everyone. Our team is comprised of talented individuals from diverse backgrounds, and we're committed to fostering an inclusive and flexible work environment that empowers our team members to integrate work and life seamlessly.

Job Description

We're seeking an experienced Customer Support Engineer to join our team, who is passionate about solving customer issues and providing high-quality support. As a Customer Support Engineer, you'll be responsible for providing technical support for individuals, teams, and companies using arenaflex's network security and interconnection solutions. You'll be part of a growing team of engineers focused on delivering excellent support and proactively solving friction through collaboration with our Sales, Product, and Engineering teams.

Responsibilities and Duties:

* Become an expert in the use of arenaflex's network security and interconnection solutions, including Access Control, Authentication, and Routing features

• Handle support requests from customers regarding issues occurring in their use of the product
• Work closely with Customer Success, Sales, and Engineering to help users successfully deploy arenaflex's network security and interconnection solutions
• Collaborate with our Engineering team to debug and fix customer issues
• Develop and maintain knowledge of arenaflex's products and services to provide accurate and timely support to customers
• Communicate effectively with customers, both verbally and in writing, to resolve issues and provide solutions
• Participate in ongoing training and professional development to stay up-to-date on arenaflex's products and services, as well as industry trends and best practices

Qualifications and Skills:

* 4+ years of experience in a support role within a SaaS company

• 1+ years of experience with network troubleshooting, including knowledge of NS lookup and IP tables
• Extensive experience with arenaflex's network security and interconnection solutions is a plus
• Interpersonal communication skills and the ability to work effectively on a team
• Excellent written communication skills, with the ability to communicate complex technical information in a clear and concise manner
• A strong desire to work with customers and partners in solving problems
• Ability to work independently and as part of a team, with a strong focus on customer satisfaction

Essential Skills:

* Strong technical skills, with a focus on network security and interconnection solutions

• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team
• Strong problem-solving skills, with the ability to analyze complex technical issues and provide effective solutions
• Ability to work in a fast-paced environment, with a focus on delivering high-quality support to customers

Preferred Skills:

* Experience with arenaflex's network security and interconnection solutions

• Knowledge of industry trends and best practices in network security and interconnection solutions
• Experience with cloud-based technologies and platforms
• Strong analytical and problem-solving skills, with the ability to analyze complex technical issues and provide effective solutions

What We Offer:

*

An inclusive, flexible environment where you can be your authentic self.

We recognize the impact of diverse voices and backgrounds on the growth of our people, product, and company. And that flexibility in how and when you work empowers our team to integrate work and life.

A competitive total compensation package.

This includes a base salary, an equity incentive plan, and variable commission (for quota-based roles).

Comprehensive group benefits with no waiting period.

Take advantage of coverage for health, vision, dental, and more for you and your family!

Remote first company

—most of our teams work fully remotely. Enjoy a change of scenery wherever you can get wifi, participate in virtual and in-person social events, and leverage our corporate co-working program to visit WeWork (or other similar spaces near you). Some roles require in-office collaboration depending on team needs, which will be clearly noted in the job description.

Connect with other arenaflex team members IRL.

Attend our annual company retreat, participate in team/department off-sites, or use your individual travel budget to meet up with team members in Canada, the US, or the UK.

Support for your personal and professional development.

Grow your career thoughtfully with $1500 USD annually for professional development, or take advantage of mentorship, coaching, and internal promotion opportunities.

Paid time off and a healthy work-life integration.

Our flexible, paid time off program supports you for any situation life throws your way, whether moving homes or travelling the world!

A build-your-own home office setup.

You choose your own company-owned laptop (Mac or PC), receive a monthly home internet reimbursement, and $1000 USD to customize your workstation to make it your own.

Generous parental leave program from your first day.

We care about your life outside of work and encourage new parents to take advantage of parental leave top-ups for up to 26 weeks.

How to Apply:

If you're passionate about delivering exceptional support and proactively solving friction, we encourage you to apply to this role. Please submit your resume and a cover letter explaining why you're the perfect fit for this role. We can't wait to hear from you!

Salary Range:

$105,860—$132,660 CAD

Note:

Frequently cited statistics show that people who identify with historically marginalized groups are likely to apply to jobs only if they meet 100% of the qualifications. We encourage you to help us break that statistic! Apply for this job