Experienced External Support Engineer – Technical Customer Success & Tools Infrastructure

About arenaflex

Welcome to arenaflex, where innovation meets imagination. We are a global leader in entertainment technology, constantly pushing the boundaries of what's possible in digital content creation and distribution. Our mission is to connect the world through stories, and we believe that starts with empowering the incredible teams behind that content. We are looking for a passionate and driven External Support Engineer to join our Tools & Infrastructure team and help bridge the gap between our content creation teams and the engineering minds that build the tools they rely on every day.

At arenaflex, we don't just build technology—we build experiences. Our external content creation teams work around the clock to produce some of the most innovative and captivating content in the industry. As an External Support Engineer, you will play a critical role in ensuring these creative professionals have the tools, support, and resources they need to bring their visions to life. This is more than a technical support role; it's an opportunity to be the connective tissue between creativity and engineering, making a tangible impact on the quality of content that reaches millions of people worldwide.

If you thrive in a dynamic environment, enjoy solving complex problems, and have a knack for translating technical concepts into accessible solutions, we want to hear from you. Join us and be part of a team that values collaboration, innovation, and the relentless pursuit of excellence.

Position Overview

We are currently seeking an experienced and motivated External Support Engineer to serve as the primary point of contact for our external content creation teams. In this role, you will provide exceptional technical support, troubleshoot tool-related issues, and act as the vital bridge between content teams and our internal tools engineering department. You will be responsible for ensuring seamless tool adoption, driving workflow improvements, and advocating for the needs of our external partners.

This position requires a unique blend of technical expertise, communication skills, and customer success orientation. You will be empowered to make decisions that directly impact the efficiency and productivity of our content creation workflows. The ideal candidate is someone who enjoys variety in their work, embraces challenges, and takes pride in helping others succeed.

Key Responsibilities

As an External Support Engineer at arenaflex, you will be entrusted with a diverse set of responsibilities that keep our content creation ecosystem running smoothly. Your days will be filled with opportunities to learn, innovate, and make a meaningful difference. Here's what you can expect:

• Technical Support Excellence: Provide high-quality technical support to external content teams regarding the use of our proprietary content creation tools. This includes diagnosing issues, guiding users through troubleshooting steps, and ensuring minimal downtime for our creative professionals.
• Documentation & Training: Create comprehensive reference materials, user guides, and training documentation that empowers external teams to become self-sufficient. Develop and deliver training sessions to help new users get up to speed quickly and to educate existing users on new features and best practices.
• Issue Resolution & Debugging: Solve and debug technical issues related to tools and workflows. You will be responsible for quickly identifying the root cause of problems and implementing effective solutions to keep our content teams productive.
• Escalation Management: Triage and escalate more complex or problematic issues to the internal tool development team. Work closely with production teams to track issues in JIRA, ensuring proper documentation and timely resolution.
• Advocacy & Improvement: Be the voice of our external teams. Advocate for tools enhancements, workflow improvements, and feature requests. Collect feedback and channel it to the engineering team to drive continuous improvement of our tool ecosystem.
• Cross-Functional Collaboration: Partner with engineers, product managers, and other stakeholders to develop tools and processes that enhance efficiency and quality. Guide or lead cross-disciplinary discussions to bring features from initial concept to successful completion.
• Professional Excellence: Exemplify reliability, accountability, and professionalism in all interactions. Maintain a positive attitude and serve as a model for our commitment to excellence and customer success.

Skills & Competencies

To excel in this role, you will need a solid foundation of technical skills combined with exceptional interpersonal abilities. We are looking for candidates who can adapt to evolving challenges and continuously grow their capabilities. The following skills are essential for success at arenaflex:

• Technical Acumen: Ability to read and understand C# code. You don't need to be a developer, but you should be comfortable navigating codebases to understand underlying issues and communicate effectively with engineering teams.
• Communication Mastery: Excellent written and verbal communication skills, with the ability to convey complex technical concepts to non-technical users. You should be comfortable working with external partners across different time zones and cultural backgrounds.
• Feedback & Collaboration: A positive attitude and the ability to receive and provide objective, constructive feedback. You should be open to learning from others and eager to help your colleagues grow.
• Organization & Time Management: Exceptional organizational skills with the ability to prioritize and manage multiple concurrent requests. You should be adept at balancing urgent issues with long-term projects.
• Self-Motivation: Be self-motivated and proactive. You should be capable of working independently, managing your workload, and seeking out opportunities to add value without needing constant direction.
• Problem-Solving Mindset: Strong analytical and problem-solving abilities. You should be curious, methodical, and persistent in finding solutions to complex technical challenges.

Qualifications

Education & Experience Requirements

We are looking for candidates who bring a combination of formal education and practical experience. While we value traditional qualifications, we also recognize that real-world experience can be just as valuable. Here's what we're seeking:

• Educational Background: A degree in Computer Science, Engineering, or a related field is preferred. However, we welcome candidates with equivalent work experience who can demonstrate the required skills and competencies.
• Support Experience: Prior experience supporting a live service or tool environment is essential. You should have a track record of providing excellent support to users and resolving technical issues effectively.
• Development Experience: Unity 3D game and tool development experience is highly valued. This background will help you understand the tools our content teams use and communicate more effectively with developers.
• Tools Proficiency: Experience with Jira, Confluence, or other defect tracking and documentation software is required. You should be comfortable documenting issues, tracking progress, and maintaining knowledge bases.
• Mobile Development: iOS and Android mobile development experience is a plus. This knowledge will be particularly useful if our tools span multiple platforms.
• Professional Experience: At least 5 years of experience delivering production-level code in a professional environment. This demonstrates your ability to work effectively in a structured, team-oriented setting.

What We Offer

At arenaflex, we believe in rewarding our team members for their hard work, dedication, and contributions to our success. We offer a comprehensive benefits package designed to support your professional and personal well-being:

• Competitive Compensation: The overall market range for this role is typically $150,000 - $325,000 annually. We carefully consider a wide range of compensation factors, including your background, skills, experience, and location, to ensure fair and competitive pay.
• Health & Wellness: Comprehensive health insurance coverage, including medical, dental, and vision plans. We also offer mental health resources and wellness programs to support your overall well-being.
• Retirement Benefits: 401(k) retirement plan with company matching to help you save for the future.
• Professional Development: Opportunities for continuous learning and growth, including access to training programs, conferences, and certifications.
• Work-Life Balance: Flexible work arrangements and generous paid time off to help you recharge and maintain balance in your life.
• Inclusive Culture: A diverse and inclusive work environment where every voice is valued and celebrated. We believe that different perspectives drive innovation and creativity.

Work Environment & Culture

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. However, we understand that great work doesn't always happen on a strict schedule, and we trust our team members to manage their time effectively.

At arenaflex, we foster a culture of collaboration, curiosity, and continuous improvement. We encourage open communication, creative problem-solving, and the courage to challenge the status quo. You'll be joining a team of passionate professionals who are committed to making a meaningful impact in the entertainment industry.

Career Growth Opportunities

We believe in investing in our employees' futures. As an External Support Engineer at arenaflex, you will have access to numerous opportunities for career advancement and professional development. Whether you're looking to deepen your technical expertise, move into leadership roles, or explore different areas of our business, we support your career journey.

You will work closely with talented engineers, product managers, and creative professionals, gaining valuable experience and expanding your network. This role serves as an excellent foundation for future positions in technical leadership, customer success management, or specialized engineering roles.

Join Our Team

If you're ready to make an impact, grow your career, and be part of something truly special, we invite you to apply for this exciting opportunity at arenaflex. We are looking for individuals who are passionate about technology, committed to excellence, and eager to help our content creation teams succeed.

Don't miss this chance to join a global leader in entertainment technology and play a pivotal role in shaping the future of content creation. Apply today and take the first step toward an rewarding career at arenaflex. We can't wait to see what you'll bring to our team!

Note: 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. We are an equal opportunity employer and value diversity in our workforce. All employment decisions are based on qualifications, merit, and business needs.