Are you passionate about technology and thrive on solving complex technical challenges while helping creative teams succeed? arenaflex is seeking a talented External Support Engineer to join our dynamic tools and infrastructure team. In this critical role, you will serve as the vital bridge between our content creation teams and the internal tools development team, ensuring seamless operations and empowering filmmakers, animators, and creative professionals to bring their visions to life using our cutting-edge software ecosystem.

At arenaflex, we believe that world-class content creation requires world-class tooling. Our External Support Engineers are the frontline champions who ensure that our creative partners can focus on what they do best—telling incredible stories—without being hindered by technical obstacles. This is an exceptional opportunity for a technically minded professional who enjoys problem-solving, loves teaching others, and wants to play a pivotal role in the success of content production workflows used by industry-leading creative teams.

Why Join arenaflex?

arenaflex is at the forefront of entertainment technology, providing innovative tools and platforms that power some of the most groundbreaking content in the industry. When you join arenaflex, you become part of a collaborative, forward-thinking team that values innovation, excellence, and the relentless pursuit of perfection. We invest heavily in our people, offering extensive professional development opportunities, competitive compensation, and a work environment that fosters creativity and growth.

OurExternal Support Engineers don't just troubleshoot issues—they shape the future of how our tools are used and improved. You'll work alongside talented engineers, artists, and producers to identify pain points, advocate for improvements, and help build solutions that make a real difference in the creative process.

Position Overview

The External Support Engineer is responsible for providing exceptional technical support to external content creation teams who rely on arenaflex's proprietary tools and software platforms. You will serve as the primary point of contact when content teams encounter challenges, working diligently to diagnose issues, implement solutions, and ensure minimal disruption to creative workflows. This role requires a unique blend of technical expertise, communication skills, and customer-centric thinking.

You will be responsible for filtering feedback and issues from external teams to the internal tools engineering team, advocating for improvements, and contributing to the continuous evolution of our toolset. The ideal candidate is comfortable navigating ambiguity, enjoys learning new technologies, and takes pride in helping others succeed.

Key Responsibilities

Technical Support Excellence: Provide comprehensive technical support to external content teams regarding the use of our content creation tools, including troubleshooting software issues, answering questions about tool functionality, and guiding users through complex workflows. Your goal is to ensure that creative professionals can work efficiently and effectively without technical barriers.

Documentation and Training: Create high-quality reference materials, user guides, knowledge base articles, and training documentation that empower external teams to master our toolset. Develop and deliver training sessions, webinars, and workshops to help users get up to speed quickly and become self-sufficient.

Issue Resolution and Debugging: Investigate, diagnose, and resolve issues with tools and workflows, employing strong debugging skills to identify root causes. Develop workarounds when necessary and ensure timely resolution to minimize impact on production schedules.

Escalation Management: Triage and escalate more complex or problematic issues to the internal tool development team. Maintain detailed documentation in JIRA, track issue progress, and communicate status updates to stakeholders. Ensure that escalated issues receive appropriate attention and resolution.

Advocacy and Improvement: Serve as a passionate advocate for our external teams, collecting and synthesizing feedback about tools, workflows, and user experience. Identify patterns in user issues and proactively suggest improvements, workflow optimizations, and new features that would benefit our content creation partners.

Cross-Functional Collaboration: Partner with engineers, product managers, and production teams to develop tools and processes that improve efficiency and quality. Participate in design discussions and provide user-centric perspectives to inform tool development decisions.

Feature Leadership: Guide or lead cross-disciplinary dialogues to drive features from initial concept through completion. Collaborate with stakeholders to define requirements, test implementations, and ensure successful rollout of new tools and capabilities.

Professional Excellence: Exemplify reliability, accountability, and professionalism in all work-related interactions. Maintain a positive attitude, embrace feedback, and contribute to a supportive team environment.

Required Skills and Competencies

Technical Proficiency: Ability to read and understand C# code, with the capacity to trace through code paths to identify issues and communicate effectively with developers about technical problems.

Communication Excellence: Outstanding written and verbal communication skills, with the ability to explain complex technical concepts to non-technical users. Experience working with external partners, vendors, and creative professionals in a professional manner.

Customer-Focused Mindset: Positive attitude and strong ability to receive and provide objective, constructive feedback. Patience and empathy when working with users experiencing difficulties.

Organizational Mastery: Excellent organization skills with meticulous attention to detail. Ability to manage multiple concurrent issues, prioritize tasks effectively, and maintain comprehensive documentation.

Self-Motivation: Highly self-motivated with the ability to prioritize and manage numerous requests simultaneously. Comfortable working independently and taking ownership of responsibilities.

Problem-Solving Abilities: Strong analytical and problem-solving skills, with the creativity and resourcefulness to develop innovative solutions to unexpected challenges.

Education and Experience Requirements

Essential Qualifications

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field; OR equivalent work experience in a technical support or software development role.

Minimum of five years' experience in delivering production-level code or providing technical support in a professional environment.

Experience supporting live services, production environments, or tool ecosystems used by external users or clients.

Proficiency with Jira, Confluence, or similar defect tracking and documentation platforms.

Preferred Qualifications

Unity 3D game engine and tool development experience, with familiarity of Unity-based workflows and debugging techniques.

iOS and Android mobile development experience, understanding the mobile development lifecycle and common platform-specific challenges.

Background in media and entertainment production workflows, with understanding of content creation pipelines and challenges faced by creative professionals.

Experience with Agile/Scrum methodologies and cross-functional team collaboration.

Technical writing experience with a portfolio of user documentation, knowledge base articles, or training materials.

Compensation and Benefits

At arenaflex, we recognize that exceptional talent deserves exceptional rewards. We offer a highly competitive compensation package that reflects your skills, experience, and the value you bring to our organization.

The overall market range for this position is typically $150,000 - $325,000 annually. arenaflex carefully considers a wide range of compensation factors to determine individual compensation, including job family, background, specific skills, and relevant experience. We rely on market indicators to ensure that our compensation remains competitive and attracts the best talent in the industry.

Beyond competitive base salaries, arenaflex offers a comprehensive benefits package that includes:

Health, dental, and vision insurance coverage

401(k) retirement plan with company matching

Flexible paid time off and generous vacation policies

Professional development opportunities and tuition reimbursement

State-of-the-art work environment and equipment

Collaborative team culture with regular social events

Employee assistance programs and wellness resources

Work Environment and Culture

Our core operating hours are 10:00 AM to 6:00 PM Central Standard Time, and team members are expected to be available for meetings, collaborations, and support activities during this window. We value work-life balance and trust our employees to manage their schedules effectively while meeting their responsibilities.

At arenaflex, we foster a culture of inclusivity, innovation, and continuous learning. We believe that diverse perspectives make us stronger, and we encourage team members to share ideas, challenge assumptions, and push boundaries. You'll find a supportive environment where your contributions are valued, your growth is invested in, and your work makes a tangible impact on the success of our creative partners worldwide.

Career Growth Opportunities

Joining arenaflex as an External Support Engineer opens doors to numerous career advancement opportunities. As you develop deep expertise in our tools and build strong relationships with internal and external stakeholders, you may progress into specialized roles such as Senior Support Engineer, Technical Support Lead, or Customer Success Manager. Alternatively, you may choose to deepen your technical expertise and transition into software development, quality assurance, or product management roles within the organization.

We are committed to supporting your professional growth through mentorship programs, training opportunities, and exposure to cutting-edge technologies. Your journey at arenaflex is what you make of it, and we provide the resources and support to help you achieve your career aspirations.

How to Apply

If you're ready to join a team that's transforming the way content is created and delivered, we encourage you to apply for this exciting opportunity. At arenaflex, you'll work with passionate professionals, tackle challenging problems, and make a meaningful impact on the entertainment industry.

We invite you to bring your technical expertise, communication skills, and customer-centric attitude to our team. If you're excited about supporting creative professionals, solving complex problems, and helping shape the future of content creation tools, we want to hear from you.

Apply today and take the first step toward a rewarding career at arenaflex where your skills will be valued, your growth supported, and your contributions recognized.

Note: This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

External Support Engineer – Technical Customer Success & Tools Support Specialist for Content Creation Platforms