Experienced Technical Customer Support Engineer - Tier 1 for Digital Intelligence Solutions

Introduction to arenaflex At arenaflex, our mission is to empower our customers to protect and save lives, accelerate justice, and preserve privacy in communities worldwide. As a global leader in Digital Intelligence solutions for the public and private sectors, we enable organizations to master the complexities of legally sanctioned digital investigations by streamlining intelligence processes. With our Digital Intelligence platform and solutions, we transform how customers collect, review, analyze, and manage data in legally sanctioned investigations. Trusted by thousands of leading agencies and companies in over 140 countries, we are now seeking a highly skilled Technical Customer Support Engineer to join our team in Vienna, VA, or Morristown, NJ. Job Overview We are looking for a talented Technical Customer Support Engineer (HYBRID Role) to provide top-notch support to our customers in the Americas region. As a Technical Customer Support Engineer, you will have a strong technical background and experience in software solution support and product subject matter expertise. Your primary responsibility will be to handle technical issues generated by customers in daily operations and/or projects, ensuring timely and effective resolution. You will troubleshoot technical issues on arenaflex solutions, using phone, email, and chat services to support customers, and utilize our CRM for case management. Key Responsibilities Handle technical issues generated by customers in daily operation and/or in projects, primarily remotely, with occasional on-site visits depending on customer location and issue severity Troubleshoot to resolve technical issues on arenaflex solutions for our customers, using phone, email, and chat services to support customers Utilize our CRM for case management, ensuring accurate and timely updates on case status and resolution Directly communicate with customers or partners during troubleshooting and issue resolution, providing clear and concise explanations of technical issues and solutions Cooperate and communicate closely with all internal teams within arenaflex, including sales, product development, and marketing, to ensure seamless support and resolution of customer issues Follow established SLA & KPI, ensuring that customer support cases are resolved within agreed-upon timelines and to the customer's satisfaction Requirements To be successful in this role, you will need to have: Hands-on experience with Windows Server and Workstation (Advanced), Enterprise Network services and products (Advanced), and open-source tools such as Nginx, Elastic Search, and Open DJ (Basic) Project management skills (Basic), with the ability to manage multiple support cases simultaneously and prioritize tasks effectively At least 3 years of experience in technical support or IT support, with a proven track record of resolving complex technical issues in a timely and professional manner At least 3 years of experience in supporting solutions and projects, with a strong understanding of software solutions and their applications Excellent hands-on problem-solving skills, with the ability to analyze complex technical issues and develop effective solutions Outstanding soft skills, with excellent communication and interpersonal skills, both written and verbal Proven customer experience with technical orientation, with a strong focus on providing exceptional customer support and ensuring customer satisfaction Fast and agile learning skills, with the ability to quickly adapt to new technologies and processes Responsible personality, with the ability to handle support cases from open to close, and ensure timely and effective resolution Ability to work full-time, with a flexible schedule to accommodate customer support needs Ability to function appropriately under stressful conditions, with a calm and professional demeanor in high-pressure situations Preferred Qualifications While not required, the following qualifications are highly desirable: Knowledge or certifications in AWS Cloud services or MS Azure, with experience in cloud-based solutions and their applications Knowledge in databases – SQL, Scripting, with experience in database management and query optimization Experience in the Mobile Cellular world, with a strong understanding of mobile phone OS (iOS, Android, etc.) Experience in SaaS environments, with a focus on supporting infrastructure and ensuring high availability Technical certifications (such as CCNA, MCSA, etc.), with a demonstrated commitment to ongoing learning and professional development Skills and Competencies To be successful in this role, you will need to possess the following skills and competencies: Passion for support, with a strong desire to help others and resolve complex technical issues Take-the-lead attitude, with a proactive approach to problem-solving and a willingness to take ownership of support cases Good communication skills (oral and written), with the ability to clearly and concisely explain technical issues and solutions to customers Ability to work both in a team environment and individually, with a strong focus on collaboration and teamwork Coordination skills in Project, Monday Board, Salesforce, with experience in using project management tools to track and manage support cases Languages: Native English spoken and written, with Spanish and/or Portuguese being a benefit Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to the growth and development of our employees. As a Technical Customer Support Engineer, you will have access to a range of training and development opportunities, including: Comprehensive onboarding program, with a focus on introducing you to our products, services, and support processes Ongoing training and development, with a focus on enhancing your technical skills and knowledge Opportunities for career advancement, with a clear path for progression within the company Access to industry-leading technologies and tools, with a focus on staying up-to-date with the latest developments in digital intelligence Work Environment and Company Culture At arenaflex, we pride ourselves on our dynamic and supportive work environment. As a Technical Customer Support Engineer, you will be part of a talented and dedicated team, with a focus on collaboration, teamwork, and mutual respect. Our company culture is built on the following values: Customer-centricity, with a strong focus on delivering exceptional customer support and ensuring customer satisfaction Innovation, with a focus on staying ahead of the curve and developing new and innovative solutions Collaboration, with a strong emphasis on teamwork and mutual respect Integrity, with a focus on honesty, transparency, and ethics in all our interactions Compensation, Perks, and Benefits At arenaflex, we offer a competitive compensation package, with a range of perks and benefits, including: Competitive salary, with a focus on recognizing and rewarding outstanding performance Comprehensive benefits package, with a focus on supporting the health and well-being of our employees Opportunities for career advancement, with a clear path for progression within the company Access to industry-leading technologies and tools, with a focus on staying up-to-date with the latest developments in digital intelligence Flexible work arrangements, with a focus on supporting work-life balance and ensuring that our employees can thrive in their roles Conclusion If you are a motivated and talented Technical Customer Support Engineer looking for a new challenge, we encourage you to apply for this exciting opportunity. At arenaflex, we are committed to delivering exceptional customer support and ensuring customer satisfaction. With a strong focus on innovation, collaboration, and integrity, we are the ideal employer for anyone looking to make a real difference in the world of digital intelligence. Apply now to join our team and take the first step towards an exciting and rewarding career with arenaflex. Apply for this job