Job Description
Join arenaflex, a pioneering force in the energy industry, and be part of a mission to transform the way energy is produced, consumed, and managed. At arenaflex, you'll play a vital role in delivering cutting-edge data solutions for a lower carbon future. We focus on providing efficient, reliable, and flexible SaaS solutions for data processing and analysis in the energy sector. Together, we're driving digital transformation, maximising ROI for clients, and contributing to achieving net-zero emissions through technology and data-driven insights. **About arenaflex** arenaflex is a fast-growing SaaS scale-up that's revolutionising the energy industry with innovative data solutions. Our team is passionate about making a positive impact on the environment and empowering energy retailers to make informed decisions. We're committed to fostering a culture of collaboration, innovation, and continuous learning. As a Customer Support Engineer at arenaflex, you'll be part of a dynamic team that's shaping the future of energy data management. **Your Role** We're looking for an experienced Customer Support Engineer who's ready to take ownership of customer issues and grow into advanced technical troubleshooting. You'll be the first point of contact for customers experiencing problems with our SaaS solutions, and you'll be responsible for resolving or escalating issues with clarity. You'll start with Tier-2 troubleshooting (APIs, product usage, browser tools, light scripting) and steadily build toward handling complex integrations and deep debugging. **What You'll Do** As a Customer Support Engineer at arenaflex, your key responsibilities will include: * Resolving Tier-1 and Tier-2 issues across APIs, product usage, and SaaS workflows * Reproducing and documenting bugs with clear steps, logs, and customer impact * Escalating cleanly to engineering teams with complete context * Communicating empathetically and proactively with customers, meeting SLAs * Maintaining ticket quality in Zendesk and Jira * Spotting recurring issues and sharing insights with Product and Engineering * Contributing to support documentation and knowledge base * Participating in a shared on-call rotation, including evenings and weekends **What Success Looks Like** To succeed in this role, you'll need to: * Consistently meet response and resolution SLAs * Ensure escalations are structured, clear, and reduce rework for engineering * Achieve customer satisfaction ratings of 95%+ on CSAT * Independently resolve Tier-2 issues and expand into complex debugging * Within 12-18 months, confidently handle advanced troubleshooting and guide peers through technical challenges **What We're Looking For** We're seeking a highly motivated and experienced Customer Support Engineer with: * 2+ years of experience in technical support in SaaS * Hands-on experience with APIs, browser dev tools, and repro workflows * Familiarity with Python or scripting is a strong plus * Strong written and verbal communication skills * Structured, resilient problem-solver with technical curiosity * Reliable and motivated to take ownership in a high-growth environment **Remote First Option** As a Remote First company, we offer the flexibility to choose where and how you work. You can work from one of our offices (if you're nearby), from home, or a mix of both. Please note that you must be based in the UK, as we are not able to consider candidates living in other countries. **What's in it for you** As a Customer Support Engineer at arenaflex, you can expect: * Flexible work options - whether you choose Office Mix or Remote First Mix (currently available within certain timezones and locations) * A job with purpose - At arenaflex, we're not just watching the world change - we're making it happen! * Remuneration Approach, which is clear and no-nonsense, based on your experience and location * Core Benefits - Wherever your location, you can expect a generous PTO allowance and health insurance coverage * Career Growth opportunities - As arenaflex is growing at an incredible pace, you can leave your mark - growing alongside arenaflex * International Travel - We host arenaflex Company-Wide Gatherings where we all get a chance to see each other in real life If you're passionate about making a positive impact on the environment and empowering energy retailers to make informed decisions, we'd love to hear from you. Apply now to join our dynamic team and be part of a mission to transform the energy industry. Apply for this job