About arenaflex

At arenaflex, we believe in the power of innovation and the magic of storytelling through technology. As a leader in digital content solutions, we're not just creating tools—we're crafting experiences that connect creators worldwide. Our mission is to empower content teams with cutting-edge technology that makes their creative vision come to life. We are currently seeking a talented and passionate External Support Engineer to join our Tools Engineering team and serve as the vital bridge between our internal development teams and the external content creators who rely on our platform daily.

This is an extraordinary opportunity to be part of a dynamic team where your technical expertise meets your passion for customer success. You'll be working at the intersection of technology and creativity, helping content teams overcome challenges and enabling them to produce their best work. If you're someone who thrives in a collaborative environment, loves solving complex problems, and wants to make a tangible impact on creative professionals worldwide, arenaflex is the place for you.

Position Overview

We are looking for an experienced External Support Engineer to join our Technical Support and Tools Engineering department. In this critical role, you will serve as the first point of contact for external content creation teams when they encounter issues with our proprietary tools and workflows. You will act as the essential bridge between content teams and our internal tools development team, ensuring seamless communication and efficient problem resolution.

The ideal candidate will have a unique blend of technical expertise, exceptional communication skills, and a customer-centric approach. You will be responsible for troubleshooting complex issues, creating comprehensive documentation, advocating for user needs, and driving continuous improvement of our tools and processes. This position offers significant career growth opportunities for those looking to advance in technical support, tools engineering, or product management roles.

Key Responsibilities

As an External Support Engineer at arenaflex, you will play a pivotal role in ensuring the success of our external content partners. Your responsibilities will include:

Technical Support Excellence: Provide expert technical support to external content teams regarding the use of our content creation tools, including troubleshooting, debugging, and resolving issues to minimize downtime and maximize productivity.

Documentation & Training: Create comprehensive reference materials, user guides, and training documentation to help external teams effectively utilize our toolset. Develop and deliver training sessions to get new users up to speed quickly.

Issue Resolution: Solve and debug complex issues with tools and workflows, employing strong analytical and problem-solving skills to quickly identify root causes and implement effective solutions for users.

Escalation Management: Serve as the primary escalation point for complex or problematic issues, working closely with the tools development team and production to track issues in JIRA, ensuring timely resolution and communication.

User Advocacy: Act as a strong advocate for tools improvements and workflow enhancements. Gather feedback from external teams and translate it into actionable recommendations for the development team.

Cross-Functional Collaboration: Partner with engineers, product managers, and other stakeholders to develop tools and processes that improve efficiency, quality, and user satisfaction.

Feature Development Leadership: Guide and lead cross-disciplinary dialogues to drive features from initial concept through completion, ensuring alignment between user needs and technical capabilities.

Professional Excellence: Exemplify reliability, accountability, and professionalism in all work-related interactions, serving as a role model for the team.

Essential Qualifications

To succeed in this role, you must possess the following qualifications:

Educational Background: Bachelor's degree in Computer Science, Software Engineering, or a related technical field. Equivalent work experience will also be considered.

Programming Proficiency: Strong ability to read and understand C# code, with the capability to analyze and debug code issues effectively.

Technical Experience: Minimum of 5 years' experience delivering production-level code in a professional software development environment.

Tools & Frameworks: Hands-on experience with Unity 3D game and tool development, along with iOS and Android mobile development experience.

Support Experience: Proven experience supporting a live service or tool environment, preferably in a customer-facing technical support role.

Software Proficiency: Experience with Jira, Confluence, or other defect tracking and documentation software.

Preferred Qualifications

While not required, the following qualifications will give you a competitive edge:

Previous experience in a technical support engineer, customer success engineer, or similar role within the media, entertainment, or gaming industry.

Experience working with external partners or clients in a technical capacity.

Knowledge of content creation pipelines and workflows in digital media production.

Familiarity with agile development methodologies and software development life cycles.

Experience with API integration and troubleshooting.

Understanding of cloud platforms and distributed systems.

Skills and Competencies

The ideal candidate will demonstrate the following skills and competencies:

Communication Excellence: Outstanding written and verbal communication skills, with the ability to effectively communicate with external partners, technical teams, and stakeholders at all levels. Must be able to translate technical concepts into accessible language for non-technical users.

Problem-Solving Abilities: Strong analytical and troubleshooting skills with a methodical approach to identifying and resolving complex technical issues.

Positive Attitude: Demonstrates a positive, can-do attitude with the ability to receive and provide objective and constructive feedback professionally.

Organizational Excellence: Excellent organization skills with the ability to manage multiple priorities, track numerous requests simultaneously, and meet deadlines in a fast-paced environment.

Self-Motivation: Highly self-motivated with the ability to prioritize tasks effectively, work independently, and take ownership of responsibilities.

Customer Focus: Genuine passion for helping users succeed and delivering exceptional customer experiences.

Team Player: Ability to collaborate effectively with cross-functional teams and build strong working relationships.

Career Growth Opportunities

At arenaflex, we are deeply invested in the professional development and career growth of our team members. As an External Support Engineer, you will have access to numerous opportunities for advancement and skill development:

Technical Leadership: Progress into senior or lead technical support roles with increased responsibilities for mentoring and guiding other team members.

Specialization Pathways: Specialize in specific areas such as tools architecture, quality assurance, or user experience research.

Product Management: Transition into product management roles where you can shape the future of our tools and features based on user feedback and market trends.

Engineering Advancement: Leverage your technical background to move into software engineering or development roles if desired.

Training & Enablement: Develop into a training and enablement specialist role, creating comprehensive learning programs for external teams.

Continuous Learning: Access to ongoing training, certifications, and professional development resources to enhance your technical and soft skills.

Work Environment & Culture

arenaflex fosters a collaborative, inclusive, and innovative work environment where every team member's contribution is valued. Our culture is built on mutual respect, open communication, and a shared commitment to excellence. We believe in work-life balance and offer flexible arrangements to support your well-being.

As part of our team, you'll work alongside talented professionals who are passionate about technology and creative content. We encourage curiosity, experimentation, and continuous improvement. Regular team meetings, knowledge-sharing sessions, and cross-functional projects ensure that you're always learning and growing. Our modern office spaces are designed to foster collaboration and creativity, and we embrace remote work flexibility when appropriate.

Compensation & Benefits

At arenaflex, we recognize that our people are our most valuable asset. We offer a comprehensive and competitive compensation package that includes:

Competitive Salary: The salary range for this position is $150,000 - $325,000 annually, based on experience, qualifications, and market indicators. We carefully consider a wide range of compensation factors to ensure fair and competitive pay.

Health & Wellness: Comprehensive health insurance coverage including medical, dental, and vision plans for you and your family.

Retirement Benefits: 401(k) retirement plan with company matching contributions.

Paid Time Off: Generous paid vacation, sick leave, and personal days to support work-life balance.

Professional Development: Annual learning and development budget for conferences, courses, and certifications.

Parental Leave: Comprehensive parental leave programs for new parents.

Additional Perks: Access to wellness programs, employee assistance plans, and various workplace amenities.

Work Schedule

Our core business hours are 10:00 AM to 6:00 PM Central Standard Time. As an External Support Engineer, you should be available for meetings, collaboration sessions, and urgent support matters during these core hours. We understand the importance of flexibility and strive to accommodate individual needs while ensuring team coverage and collaboration.

Join Our Team

If you're ready to take the next step in your career and make a meaningful impact at arenaflex, we encourage you to apply for this exciting opportunity. We're looking for passionate, talented individuals who are excited about technology, creative content, and delivering exceptional user experiences.

At arenaflex, you'll find more than just a job—you'll find a community of like-minded professionals who are committed to innovation, excellence, and supporting each other's growth. Apply today and become part of a team that's shaping the future of digital content creation!

Note: This job description is intended to describe the general nature and level of work being performed. It is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee. Duties, responsibilities, and activities may change at any time with or without notice.

Experienced External Support Engineer – Technical Customer Success & Tools Engineering Bridge