At arenaflex, we're revolutionizing healthcare with cutting-edge artificial intelligence. Our mission is to empower physicians with innovative solutions that transform patient care. As a Customer Support Engineer, you'll play a vital role in delivering exceptional technical support to our growing community of physician users across the United States. If you're passionate about driving innovation and delivering impactful healthcare solutions, we'd love to have you on our team!
**About arenaflex**
arenaflex is a pioneering healthcare technology company founded by a radiologist. Our AI-driven solutions are transforming radiology, saving time, reducing burnout, and improving patient care. With one of the largest proprietary radiology report datasets in the world, our AI has helped uncover hundreds of new cancer diagnoses and reduced error rates in tens of millions of radiology reports by nearly 50%. Our investors, including Khosla Ventures, World Innovation Lab, Gradient Ventures, Cone Health Ventures, and others, back our mission to empower physicians with cutting-edge AI.
Our latest advancements in generative AI are used by thousands of radiologists daily, supporting more than one-third of radiology groups and healthcare systems and nearly 50% of all medical imaging in the U.S. at partners including Cone Health, Jefferson Einstein Health, Geisinger, Guthrie Healthcare System, and Henry Ford Health. Recognized as one of the most promising healthcare AI companies by CB Insights and AuntMinnie, and ranked by Deloitte as the 19th fastest-growing company in North America, we're building AI-powered solutions that make a real impact.
**Why Join Us**
We're looking to expand our team with an additional Customer Support Engineer. This is an exciting opportunity to join us during a period of rapid growth and contribute to delivering top-tier technical customer service for our expanding product portfolio and our growing community of physician users. As a Customer Support Engineer at arenaflex, you'll have the chance to work with a world-class team, drive innovation, and make a meaningful impact on millions of lives.
**What You'll Be Doing**
As a Customer Support Engineer, you'll be responsible for:
* Communicating effectively and empathetically with admins and users to understand issues, provide technical guidance, and share status updates on open cases.
* Providing thought leadership on our support playbook by developing support processes and documentation for arenaflex products.
* Working closely with customers and internal engineering teams to triage urgent issues and ensure SLA compliance.
* Troubleshooting and debugging web applications in a Windows environment, identifying and resolving software defects and performance bottlenecks.
* Collaborating with development and QA teams to provide timely feedback and recommendations for improving product reliability and performance.
* Adapting and thriving in a fast-paced startup environment with a willingness to learn new technologies.
* Supporting our 24/7 customer base with on-call shifts, including occasional night/weekend coverage.
**Who We're Looking For**
We're seeking a highly motivated and experienced Customer Support Engineer with:
* 3+ years of experience in customer-facing technical roles such as technical support, technical account management, customer success, support engineering, or similar functions in software products.
* Experience in a radiology practice or a radiology-focused tech company.
* Exceptional written and verbal communication skills with strong interpersonal abilities.
* Proven experience in remotely supporting enterprise SaaS applications within a complex Windows environment.
* Ability to manage multiple open issues effectively, maintaining high quality and composure under pressure.
* Demonstrated ability to learn and implement new tools, applications, or cloud-based platforms to enhance operational efficiency.
* Familiarity with customer support systems such as Linear, Zendesk, or similar platforms.
* Availability to work Pacific or Mountain Time Zone business hours.
**Nice to Haves**
While not required, the following skills and experiences are highly desirable:
* Knowledge of Active Directory and Single Sign-On technologies such as SAML, ADFS, Azure AD, and Okta.
* Understanding of HL7 standards.
* Experience troubleshooting VPN and other networking issues.
* Familiarity with speech recognition technology.
**What We Offer**
As a Customer Support Engineer at arenaflex, you'll enjoy a comprehensive benefits package, including:
* Comprehensive Medical, Dental, Vision & Life insurance
* HSA (with employer match), FSA, & DCFSA
* 401(k)
* 11 Paid Company Holidays
* Location Flexibility (Remote-first company!)
* Flexible PTO policy
* Annual company-wide offsite
* Periodic team offsites
* Annual equipment stipend
**Join Our Team**
At arenaflex, we value diversity and provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.
Please be vigilant regarding job scams. We advise all candidates to apply directly through our official careers page. Our recruiters will use email addresses with the domain @arenaflex.com or
[email protected].
Apply now to join our world-class team and be part of revolutionizing healthcare with AI-driven solutions!
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