Join arenaflex, a leading innovator in the tech industry, as we embark on an exciting journey to revolutionize the way we live and work. As an Experienced Full Stack Software Engineer, you will play a vital role in shaping the future of arenaflex's web and cloud applications. If you're passionate about cloud computing, love solving complex problems, and are committed to delivering exceptional customer experiences, we want to hear from you!
**About arenaflex**
arenaflex is a cutting-edge technology company that empowers individuals and organizations to achieve more. Our mission is to create a culture of innovation, inclusivity, and growth, where everyone can succeed and thrive. With a strong focus on customer-centricity, we strive to deliver world-class support and solutions that meet the evolving needs of our customers.
**The Role**
As a Senior Customer Experience Engineer, you will be the primary point of contact for our customers, responsible for resolving complex critical issues and supporting customer projects on Azure. You will work collaboratively with our functional team, including Customer Success Managers, Cloud Solution Architects, and Support Escalation Engineers, to turn our customers into fans with technical support of world-class quality.
**Key Responsibilities**
* Use engineering tools, customer support, and direct customer feedback to identify and report product defects, signs, or customer merchandise issues.
* Track customer issues, work with customers and partners to understand issues, notify them of active events, and communicate progress and next steps to customers.
* Facilitate or investigate and resolve issues using diagnostics with minimal supervision.
* Collect customer and partner feedback to learn more about product usage and identify features, knowledge gaps, and key performance indicators (KPIs) of current products.
* Improve products by implementing new features/tools with minimal guidance.
* Help customers and partners stay up-to-date on best practices by sharing content through various forums.
* Identify content enhancements or troubleshooting guides and implement automation of complex solutions for your team.
* Identify and implement potential development opportunities in products and business processes (e.g., shadowing, training) for growth and development.
* Demonstrate the ability/skills to resolve customer issues.
**Customer Solution Lifecycle Management**
* Perform health checks to ensure that the customer's environment (e.g., products, services, features) is correctly configured and configured for deployment.
* Provide customers with guidance on how to understand and use the new text with minimal guidance.
* Serve as a liaison between the engineering team and customers throughout the solution lifecycle with minimal guidance.
* Perform reviews on new deployments with minimal guidance to identify differences.
* Administrative support provides customers with guidance on configuring and troubleshooting Microsoft platforms.
* Work with customers to understand their business and availability requirements and help them develop guidance to meet their deployment requirements.
* Serves as a point of connection and resolves customer issues by escalating specific customer issues to the appropriate team.
* Communicate progress and manage stakeholders on progress.
* Manage escalation of customer issues to support or teamwork with some oversight.
**Relationship/Knowledge Management**
* Collaborate with product and sales teams on customer experience.
* Understand and identify the differences between customer and product constraints.
* Provide detailed information on customer product awareness and usage for products and business groups.
* Serve as the voice of the customer (VOC) with minimal supervision, advising product and sales teams on customer experience and usage.
* Collaborate with other teams (such as service managers, software engineers, product team, customer support [CSS]) with minimal guidance to review, eliminate, and resolve issues and use cases/problems.
* Collaborate with our internal team to help provide solutions to our customers.
* Communicates customer progress, including issues, to stakeholders.
* Start partnering independently with internal technical teams to update problem-solving resources.
* Collaborate with product and sales teams to resolve customer issues with limited guidance.
**Essential Qualifications**
* Bachelor's degree in engineering, computer science, or a related field and at least 4 years of experience in the software industry or equivalent knowledge.
* Ability to comply with Microsoft, customer, and/or government security regulations.
* Passing a Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.
**Preferred Qualifications**
* Bachelor's degree in engineering, computer science, or a related field and 8+ years of experience in software engineering.
* OR Master's degree in engineering or related field and at least 3 years of experience in technology-related software or equivalent knowledge.
* Over 2 years of customer service experience.
* Excellent communication skills: ability to empathize with customers and convey their trust. Ability to explain technical issues to a broad audience.
* Ability to prioritize and advocate for your customers' needs through the appropriate channels. Take ownership and work to resolve problems.
* Some understanding of cloud computing technologies.
* Demonstrate excellence in one or more of the following areas:
+ Core IaaS: Compute, Storage, Networking, Availability
+ Data and Big Data Platform: SQL Server, Azure SQL DB, Hdinsight/Hadoop, Machine Learning, Azure Stream Analytics, Azure Data Factory/Data Brick
+ Azure PaaS Services: Redis Cache, Service Bus, Event Hub, Cloud Services, IoT Suite, Mobile Apps, etc.
+ Certificates and Authentication: SSO/Federation, AD/Azure AD, ADFS, etc. Cosmos DB, Azure Kubernetes Service
+ Experience using one or more automation languages (Powershell, Python, C#, Open Source)
**Skills and Competencies**
* Strong problem-solving skills and ability to work independently.
* Excellent communication and interpersonal skills.
* Ability to work in a fast-paced environment and prioritize multiple tasks.
* Strong analytical and technical skills.
* Ability to collaborate with cross-functional teams.
* Strong customer service skills and ability to empathize with customers.
* Ability to work in a dynamic and ever-changing environment.
**Career Growth Opportunities and Learning Benefits**
* arenaflex offers a comprehensive training program to help you develop your skills and advance your career.
* Opportunities for professional growth and development through mentorship, coaching, and training.
* Collaborative and dynamic work environment that encourages innovation and creativity.
* Access to cutting-edge technology and tools to help you stay up-to-date with industry trends and best practices.
**Work Environment and Company Culture**
* arenaflex is committed to creating a culture of inclusivity, diversity, and respect.
* Collaborative and dynamic work environment that encourages innovation and creativity.
* Flexible work arrangements, including remote work options.
* Access to a range of benefits, including health insurance, mental health support, and employee assistance programs.
**Compensation, Perks, and Benefits**
* Competitive salary and bonus structure.
* Comprehensive benefits package, including health insurance, mental health support, and employee assistance programs.
* Flexible work arrangements, including remote work options.
* Access to a range of perks, including employee discounts, tuition reimbursement, and employee networks.
* Opportunities for professional growth and development through mentorship, coaching, and training.
**Conclusion**
If you're passionate about cloud computing, love solving complex problems, and are committed to delivering exceptional customer experiences, we want to hear from you! Join arenaflex as a Senior Customer Experience Engineer and be part of a dynamic and innovative team that is shaping the future of technology. Apply now and let's discuss how you can become a vital part of our success story.