At arenaflex, we're on a mission to create a safer, simpler digital future for everyone. As a Customer Support Technical Representative, you'll play a crucial role in helping our customers seamlessly integrate arenaflex within their organizations. If you're passionate about delivering exceptional customer experiences, troubleshooting complex technical issues, and collaborating with internal stakeholders, we want to hear from you!
**About arenaflex**
arenaflex is a leading provider of innovative solutions for businesses and individuals alike. Our vision is to create a safer, simpler digital future for everyone, and our culture values simplicity, honesty, and a human-centric approach to solving problems. With over 150,000 businesses and millions of people relying on our services, we're committed to delivering the best-in-class customer experience that sets us apart from the rest.
**The Role**
As a Customer Support Technical Representative, you'll be part of our Customer Experience team, reporting directly to the Manager, CX Technical. Your primary responsibility will be to provide top-notch technical support to our customers via email, phone, and remote support sessions. You'll work closely with customers to diagnose and resolve technical issues, leveraging your relevant technical background and experience to deliver effective solutions.
**Key Responsibilities:**
* Deliver exceptional customer experiences through email, phone, and Zoom support sessions
* Diagnose, troubleshoot, and resolve technical issues in a timely and efficient manner
* Collaborate with internal stakeholders to refine service delivery and enhance our internal resources
* Escalate high-impact issues and emergent trends to ensure rapid resolution and cross-functional collaboration
* Provide guidance on CLI solutions, including parsing with jq and chaining multiple commands
* Implement API integrations with Splunk and Datadog using documentation
* Create and configure SSO unlock for 1Password accounts using supported IdPs
* Troubleshoot SSO issues using Kibana
* Configure SSH agent integrations with 1Password across multiple operating systems
* Support standard SCIM configurations with supported external IdPs using cloud-based deployment methods
* Familiarize yourself with the supported SDKs for Connect SDK, deploying Connect servers in cloud environments using all of our supported deployment methods
**What We're Looking For:**
* 2+ years of experience in a customer-facing technical role or similar, ideally supporting IDaaS/IAM, cloud platforms, SIEM, or developer workflows in the SaaS space
* Excellent written and spoken communication skills in English, with the ability to engage and share information effectively
* Strong problem-solving skills and the ability to clearly communicate technical concepts to diverse audiences with attention to detail
* Comfort providing support via phone, email, and remote support sessions
* Proven ability to troubleshoot authentication protocols, including OpenID Connect, and OAuth 2.0, as well as identity and directory services such as Microsoft Entra ID, Okta, Google Workspace, JumpCloud, OneLogin, Auth0, and Rippling
* Working proficiency with cloud platforms, including AWS, Azure, Google Cloud, and DigitalOcean, as well as containerized environments such as Docker and Kubernetes
* Understanding of networking fundamentals, including DNS, TCP/IP, and ports, with experience using diagnostic tools such as dig, IP lookup, and port scanning techniques
* Experience working with REST APIs, including parsing and filtering API responses using jq
* Previous experience working with SCIM, SSO, and automated provisioning solutions
* Basic scripting experience, with familiarity in Python, Bash, or PowerShell
* Knowledge of SIEM platforms such as Splunk and Datadog, along with an understanding of security best practices
* Hands-on experience with Linux and Windows platforms, including command-line tools
* Basic familiarity with SSH tools, including configuring SSH agent integration and managing OS-specific SSH configurations
* Understanding of Conditional Access management policies and enterprise security frameworks
**What You Can Expect:**
* A dynamic and supportive work environment that encourages collaboration and growth
* Opportunities to work with a talented team of professionals who share your passion for delivering exceptional customer experiences
* A comprehensive benefits package, including health and wellbeing, growth and future, and flexibility and community benefits
* A competitive salary and bonus structure, with opportunities for career growth and advancement
* A fully remote work environment, with occasional travel for in-person engagement
* A commitment to diversity, equity, and inclusion, with a focus on creating a workplace that is welcoming and inclusive for all
**Additional Information:**
* This role will have start times between 06:00am - 09:00am CET and includes weekend shifts, with schedules such as Tuesday to Saturday or Sunday to Thursday.
* This is a remote opportunity within the Netherlands for a term of 9 months.
* Occasional travel for in-person engagement will be required, with frequency depending on role and responsibilities.
* We believe in the power of remote work, but we also recognize that in-person connection is sometimes important to help us achieve our mission.
**What We Offer:**
* Health and wellbeing benefits, including maternity and parental leave top-up programs, wellness spending allowance, and comprehensive health coverage
* Growth and future benefits, including company equity for all full-time employees, retirement matching program, and training budget
* Flexibility and community benefits, including paid volunteer days, employee-led DEIB programs and ERGs and ECGs, and fully remote environment
* A comprehensive benefits package that includes a competitive salary and bonus structure, with opportunities for career growth and advancement
**How to Apply:**
If you're passionate about delivering exceptional customer experiences and troubleshooting complex technical issues, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!
**Equal Opportunity Employer:**
arenaflex is an equal opportunity employer, committed to fostering an inclusive, diverse, and equitable workplace that is built on trust, support, and respect. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, color, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken, or veteran status.
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