Experienced External Support Engineer – Technical Customer Success & Tools Engineering (Remote-Friendly)

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About arenaflex

Welcome to arenaflex, where innovation meets creativity in the dynamic world of digital content and entertainment technology. We are pioneers in developing cutting-edge tools that empower content creators, production teams, and external partners to bring extraordinary stories to life. Our commitment to excellence extends beyond our products—it defines how we support the talented individuals and teams who use our technology every day.

At arenaflex, we believe that great tools deserve exceptional support. That's why we're searching for a talented External Support Engineer to join our Tools Engineering team and serve as the vital link between our content creation partners and our internal development teams. This is a unique opportunity to combine your technical expertise with your passion for customer success in an environment that values innovation, collaboration, and continuous improvement.

If you're someone who thrives on solving complex problems, enjoys teaching others, and wants to make a meaningful impact on the tools that power world-class content production, we invite you to explore this exciting opportunity with arenaflex.

Position Overview

As an External Support Engineer at arenaflex, you will play a crucial role in ensuring that our external content creation teams have the best possible experience using our proprietary tools and workflows. You will serve as the first point of contact when content teams encounter challenges, and your expertise will be instrumental in resolving issues quickly while maintaining strong relationships with our partners.

This position requires a unique blend of technical proficiency, communication skills, and customer service orientation. You'll be working at the intersection of technology and human connection, translating complex technical concepts into accessible guidance while gathering valuable feedback that helps shape the future of our tools.

Key Responsibilities

As an integral member of our Tools Engineering team, you will be responsible for:

• Technical Support Excellence: Provide comprehensive technical support to external content teams regarding the use of our content creation tools. This includes troubleshooting issues, answering questions, and guiding users through complex workflows to ensure they can effectively utilize our technology.
• Documentation and Training: Create and maintain high-quality reference materials, including user guides, troubleshooting documentation, and training materials. You'll develop and deliver training sessions to help external teams get up to speed with our toolset efficiently.
• Issue Resolution: Solve and debug issues with tools and workflows to quickly resolve problems for end users. You'll apply systematic debugging approaches to identify root causes and implement effective solutions while minimizing downtime for our content partners.
• Escalation Management: Identify, categorize, and escalate more complex or problematic issues to the tool development team. You'll work closely with production teams to track these issues in JIRA, ensuring proper documentation and timely resolution.
• Advocacy and Improvement: Serve as an advocate for our tools while collecting and forwarding suggestions for workflow improvements from external teams. You'll be the voice of our users, representing their needs and feedback to the development team.
• Cross-Functional Collaboration: Partner with other engineers to develop tools and processes that improve efficiency and quality. You'll participate in cross-disciplinary discussions to drive features from initial concept to completion.
• Professional Excellence: Exemplify reliability, accountability, and professionalism in all work-related interactions. You'll serve as a model of our company values and maintain the highest standards of conduct.

Essential Qualifications

To succeed in this role, you should have:

• Technical Literacy: The ability to read and understand C# code is essential for this role. You should be comfortable navigating through codebases, identifying potential issues, and communicating effectively with developers.
• Communication Skills: Excellent written and verbal communication skills are paramount. You must be able to explain technical concepts to non-technical users clearly and professionally, including working effectively with external partners across various skill levels.
• Positive Attitude: A genuine passion for helping others combined with the ability to receive and provide objective, constructive feedback. You should approach challenges with enthusiasm and view problems as opportunities for improvement.
• Organizational Excellence: Strong organizational skills with the ability to manage multiple priorities, track numerous requests simultaneously, and maintain attention to detail in a fast-paced environment.
• Self-Motivation: The ability to work independently, prioritize tasks effectively, and manage your time efficiently without requiring constant supervision.
• Educational Background: A Computer Science degree or related field, or equivalent professional work experience that demonstrates your technical capabilities.
• Professional Experience: A minimum of five years' experience in delivering production-level code in a professional environment, with a track record of successful project completion.
• Support Experience: Prior experience supporting a live service or tool environment, preferably in a customer-facing technical support role.
• Game Development Knowledge: Experience with Unity 3D game and tool development is highly valued, as our tools are designed to support content creators in the gaming and interactive media space.
• Tracking Software Proficiency: Familiarity with Jira, Confluence, or similar defect tracking and documentation software.
• Mobile Development Experience: iOS and Android mobile development experience is a plus, as our tools support cross-platform content creation.

Preferred Qualifications

While not required, the following qualifications would strengthen your application:

• Experience in technical customer success roles within the entertainment, gaming, or software industry


• Knowledge of Agile development methodologies and workflows


• Experience with documentation tools and knowledge management systems


• Background in creating video tutorials or interactive training materials


• Understanding of content production pipelines in media and entertainment

Skills and Competencies

The ideal candidate will demonstrate:

• Problem-Solving Abilities: Strong analytical skills with the ability to approach complex problems methodically and develop creative solutions.


• Empathy and Patience: The capacity to understand user frustrations and guide them through technical challenges with patience and empathy.


• Adaptability: Comfortable working in a dynamic environment with evolving priorities and new challenges.


• Collaboration: Ability to work effectively with cross-functional teams, including developers, product managers, and external stakeholders.


• Documentation Excellence: Strong writing skills with the ability to create clear, concise, and user-friendly documentation.


• Time Management: Excellent prioritization skills with the ability to meet deadlines while handling multiple concurrent requests.

Work Environment and Culture

At arenaflex, we believe in fostering a supportive and collaborative work environment that enables our employees to do their best work. Our culture is built on mutual respect, open communication, and a shared commitment to excellence.

Core Working Hours: Our core business hours are 10:00 AM to 6:00 PM CST. During this time, you should be available for meetings, collaborative discussions, and urgent support requests. Outside of core hours, we offer flexibility in how you structure your workday to maintain work-life balance.

As an External Support Engineer, you'll have the opportunity to work remotely while staying connected with your team through modern collaboration tools. We provide the technology and resources you need to succeed, including access to our internal systems, communication platforms, and professional development opportunities.

You'll be joining a team that values continuous learning and professional growth. We encourage our employees to expand their skills, explore new technologies, and contribute ideas that improve our products and processes.

Career Growth Opportunities

At arenaflex, your career development is important to us. This role offers excellent opportunities for professional growth and advancement:

• Technical Advancement: Deepen your technical expertise while working with cutting-edge tools and technologies in the content creation space.


• Leadership Development: As you grow in your role, you'll have opportunities to lead initiatives, mentor new team members, and take on additional responsibilities.


• Cross-Functional Exposure: Gain valuable experience working with multiple teams across the organization, including engineering, product management, and external partners.


• Industry Knowledge: Develop a deep understanding of the entertainment and content production industry, with insights into emerging trends and technologies.


• Skill Expansion: Build expertise in areas such as technical writing, training development, and customer success management.

Compensation and Benefits

arenaflex is committed to providing competitive compensation that reflects the value our employees bring to our organization. We carefully consider a wide range of compensation factors to ensure fair and competitive pay.

The overall market range for this position is typically $150,000 - $325,000. Final compensation depends on various factors including your specific job family, background, skills, and experience. We also consider market indicators to determine competitive compensation packages.

Our comprehensive benefits package includes:

• Competitive salary with annual performance reviews


• Health, dental, and vision insurance coverage


• 401(k) retirement plan with company matching


• Paid time off and holidays


• Professional development opportunities


• Remote work flexibility


• Wellness programs and employee assistance resources

How to Apply

If you're ready to join a team that's passionate about supporting content creators and building tools that make a difference, we encourage you to apply for this exciting opportunity.

At arenaflex, we value diversity and believe that the best ideas come from collaborative environments where different perspectives are welcomed and celebrated. We invite you to bring your unique experiences, skills, and perspectives to our team.

To apply, please submit your resume and a compelling cover letter that highlights your relevant experience and explains why you're excited about this opportunity. We look forward to learning how your background, skills, and passion can contribute to our team.

arenaflex is an equal opportunity employer. We evaluate all applicants without regard to race, color, religion, sex, national origin, disability, veteran status, age, or any other protected characteristic.

Join Our Team

Are you ready to make an impact? Are you passionate about technology and dedicated to helping others succeed? If so, we encourage you to apply and become part of the arenaflex family.

We can't wait to see the unique perspective and expertise you'll bring to our team. Apply today and take the first step toward an exciting career with arenaflex!