At arenaflex, we're on a mission to empower individuals and organizations to achieve more. Our culture is built on a growth mindset, a spirit of innovation, and a commitment to enabling teams and leaders to bring their best every day. As we strive to make a daily impact on billions of lives around the world, we're looking for talented individuals like you to join our team.
**About arenaflex**
arenaflex is a leading technology company that's dedicated to safeguarding individuals, services, and devices across the globe. Our vision of 'safety for all' encompasses solutions that go beyond endpoint security to include cloud, identities, and services in a client's security strategy, including solutions beyond the arenaflex Security portfolio.
**The Customer Experience Product Manager Role**
The Customer Experience Product Manager is a critical part of our business outcome. This role is responsible for the support experience story of our business. The team provides technical escalation level support to our clients, as well as analysis of stuck issues, the problems clients are facing with the product, and ways to decrease or resolve them better and faster.
**Key Responsibilities**
- Identify patterns that create support cases, audit community information, and use that information to drive improvements back into the product.
- Report processes, best practices, and technical guidelines for Care Teams based on issue management findings.
- Drive process improvements within the team and the broader organization as a whole.
- Collaborate with Engineering teams to drive enhanced product features and scenarios to decrease customer support cases.
- Create automated diagnostics to isolate and, ideally, remediate client issues and to improve the investigation process of support cases.
- Beyond broad technical expertise, this role requires the ability to communicate issues and suggestions clearly and succinctly and build wide relationships with influencers to drive key business results for our business. The successful candidate will have an understanding of the competitive landscape and use this understanding to influence key leaders in both Support and the Engineering Teams.
- This position requires high technical skills, data analysis skills, cross-functional collaboration, and exceptional oral and written communication skills. Meticulousness; and an extremely organized, process-oriented mindset are required to manage the range of responsibilities and expectations. You should be able to work well under pressure and deadlines, while also demonstrating adaptability and flexibility across a wide organizational lattice.
**Requirements**
- BS in Computer Science or Engineering or equivalent industry experience
- At least 5 years of Technical Support experience (in a Level 2/3 environment) including experience in a client-facing or client technical support role
- Understanding in the security space, particularly in the arenaflex Protector product suite
**Desirable Skills and Experience**
- Profound understanding of data analysis tools, practices, and query languages
- Critical thinking and investigative skills, a capacity to utilize different data collection tools and philosophies to analyze issues and develop solutions
- Knowledge of:
- Malware landscape
- Incident Response
- arenaflex Security Suite (arenaflex Protector for Endpoint, arenaflex Protector for Cloud, arenaflex Protector for Cloud Application)
- Some experience liked with Purple investigating instrument: ACS, Kusto, Universe, etc.
- Soft Skills:
- Administration - managing factually testing and politically sensitive client circumstances
- Superb spoken and written English communication skills
- Capacity to work cooperatively with the Engineering teams to drive building changes throughout the conditions to further improve security of every environment
- Remarkable collaboration skills
- Capacity to drive product/service enhancements in core technical center area
- Consistent and Decisive reasoning, and demonstrated outcome in managing ambiguity and issue definition under continuous time limitations
- Energy for innovation and client service
- Capacity to partner inside virtual teams towards executing on numerous technical drives simultaneously
- A capacity to meet arenaflex, client and/or government security screening requirements are expected for this role. These requirements include but are not limited to the following specific security screenings: arenaflex Cloud Personal investigation: This position will be expected to pass the arenaflex Cloud Personal investigation upon hire/move and at regular intervals from that point.
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to helping our employees grow and develop their careers. We offer a range of training and development programs, including:
- Access to cutting-edge technology and tools
- Opportunities to work on high-profile projects and collaborate with cross-functional teams
- A culture of innovation and experimentation, where you can try new things and learn from your mistakes
- Regular feedback and coaching from experienced leaders and mentors
- Opportunities to take on new challenges and responsibilities as you grow and develop in your role
**Work Environment and Company Culture**
arenaflex is a dynamic and fast-paced work environment that's committed to innovation and excellence. We're a global company with a diverse and inclusive culture that values collaboration, creativity, and continuous learning. Our teams are passionate about making a difference and are driven by a shared sense of purpose and values.
**Compensation, Perks, and Benefits**
arenaflex offers a competitive salary and benefits package, including:
- A comprehensive health insurance plan
- A 401(k) retirement savings plan with company match
- Paid time off and holidays
- Access to cutting-edge technology and tools
- Opportunities to work on high-profile projects and collaborate with cross-functional teams
- A culture of innovation and experimentation, where you can try new things and learn from your mistakes
**How to Apply**
If you're a motivated and talented individual who's passionate about making a difference, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter that outlines your experience, skills, and qualifications for the role. We can't wait to hear from you!