**Experienced Technical Customer Success Engineer – Digital Commerce Platform Support**

At arenaflex, we're on a mission to revolutionize the way businesses interact with their customers through cutting-edge eCommerce solutions. Our innovative platform empowers companies to unlock the full potential of their ERP systems, delivering a seamless and end-to-end digital experience that sets them apart from the competition. As a key member of our diverse and dynamic team, you'll play a vital role in ensuring the success of our customers by leveraging your technical expertise to tackle complex problems and establish lasting relationships. **About arenaflex** arenaflex is a forward-thinking company that's passionate about harnessing the power of technology to drive business growth and customer satisfaction. Our commitment to innovation, collaboration, and customer-centricity has earned us a reputation as a leader in the eCommerce industry. We're proud to be a remote company that values flexibility, diversity, and inclusivity, and we're excited to welcome talented individuals from around the world to join our team. **Your Role** As a Technical Customer Success Engineer at arenaflex, you'll be responsible for providing top-notch technical support to our high-touch enterprise clients. Your primary focus will be on resolving complex platform issues, establishing relationships with customers, and proactively ensuring their success on our platform. You'll be the voice and advocate for our customers internally, working closely with our development team to identify and address technical challenges. **Key Responsibilities** * Deeply dive into platform issues for high-touch enterprise clients, using your technical expertise to identify and resolve complex problems * Establish relationships with customers by listening to their needs, understanding their problems, and proactively ensuring their success on our platform * Anticipate problems through high awareness and proactive action, using your technical knowledge to stay ahead of potential issues * Interact with existing and potential customers by responding to their inquiries through email-based tickets and live chats * Write and maintain documentation to ensure that our customers have access to accurate and up-to-date information **Requirements** * An eagerness to learn and the ability to adapt, allowing you to teach others and stay up-to-date with the latest technical trends and developments * Self-driven work ethic, with a strong ability to take initiative and see projects through to completion * Remote work experience, with a proven track record of communicating asynchronously using tools such as Slack * Previous experience in technical support, with a strong understanding of how to approach complex technical issues * WooCommerce knowledge, with the ability to understand and document issues that arise with our integration * Knowledge and experience with common web technologies, including HTML, CSS, JavaScript, and PHP, with the ability to read and understand code * A firm understanding of browser developer tools and CLI tools to reproduce HTTP requests and responses, particularly for escalations to our development team * Excellent writing and communication skills, with a passion for taking technical language and making it understandable * Understanding of the domain name system (DNS) and typical records (A, MX, TXT, SPF, etc.) * A willingness to get stuff done, with a strong ability to identify and close gaps in our platform and processes **Shift and Work Environment** * We're looking to fill a full-time shift, 40 hours per week, Monday through Friday, starting daily at approximately 9:00 AM US Eastern time * We're a remote company, and we hire globally, but for this position, we require candidates to be in the Eastern time zone, plus or minus 1-2 hours * We offer a flexible and dynamic work environment that values collaboration, innovation, and customer-centricity **Benefits and Compensation** * Competitive salary range of $70,000 - $80,000 USD per year * 4 weeks paid vacation per year, with the option to take additional time off as needed * Technology stipends, including a new laptop upon joining and any required office equipment * Health insurance and other benefits for employees in the U.S. and Canada * Fixed monthly amount for contractors outside of the U.S. and Canada **How to Apply** If you're a motivated and technical individual who's passionate about delivering exceptional customer experiences, we want to hear from you! Please send your résumé/CV and cover letter to careers-tcse2024[@]arenaflex.com, with "Driven by Devotion" in your email subject. In your cover letter, please address the following questions: * This is an extremely technical role, and you must be able to understand and resolve technical problems. How have you approached such technical issues in the past? Please give a detailed description of an issue, the steps you took to address it, and the outcome. * This role requires previous support experience. When you begin working on a ticket, tell us about your initial processes in detail. What steps do you take? * We've recently pre-launched an integration with WooCommerce. As such, our next Technical Customer Success Engineer will need to know how to support customers using WooCommerce and WordPress. Please share your experience with WordPress and/or WooCommerce. **Next Steps** The hiring process for this role will be: * If we determine you're qualified for the role based on your application, we will invite you to complete a technical task. This task will simulate a ticket from a customer, and you will be expected to engage us as if we were the customer and you were the Engineer in charge of the ticket. * If you complete the technical task successfully, you will be invited to a Slack text-based interview. The interview via Slack chat aims to test your ability to communicate with us and our customers in written form. * If you complete the interview successfully, we will invite you to a paid trial. The trial is an opportunity for you to get to know us and vice-versa. It will allow you to do the job up to 40 hours a week and determine whether the role is right for you. If you are already working, a commitment of 20 hours is recommended to be successful. The trial generally lasts 4-6 weeks, but may last longer depending on your progress and availability. * If you complete the trial successfully, an offer will be made for a full-time contract. We're excited to welcome talented individuals from around the world to join our team at arenaflex. Wherever you live, whatever your interests, wherever you're from – if you have the skills to support our customers, we want to hear from you! Apply for this job