External Support Engineer – Technical Support & Tool Development for Content Creation Teams (Remote-Friendly)

Join arenaflex as an External Support Engineer

Are you ready to be the vital link between creative content teams and the engineers who build the tools they rely on every day? At arenaflex, we believe that seamless technology empowers extraordinary storytelling, and we're looking for a talented External Support Engineer to help make that connection stronger than ever.

In this role, you'll become the go-to technical resource for external content creation teams who use our proprietary tools and workflows. Your expertise will ensure that creators can focus on what they do best—bringing incredible content to life—without being hindered by technical obstacles. You'll troubleshoot issues, develop training materials, advocate for user needs, and collaborate with our engineering teams to continuously improve our tool ecosystem.

This is a remote-friendly position where you'll have the opportunity to work with diverse teams across the organization while building expertise in cutting-edge content production technologies. If you're passionate about problem-solving, enjoy teaching others, and want to be at the intersection of technology and creative content, this role is perfect for you.

What You'll Do

As an External Support Engineer at arenaflex, you'll serve as the primary point of contact for external content teams experiencing issues with our tools. Your responsibilities span technical support, documentation, training, and cross-functional collaboration. Here's what you can expect:

• Technical Support Excellence: Provide responsive and accurate technical support to external content teams regarding the use of our content creation tools. You'll diagnose issues, walk users through solutions, and ensure they can continue their work with minimal disruption.
• Documentation & Training: Create comprehensive reference materials, user guides, and knowledge base articles that help external teams navigate our toolset effectively. You'll also develop and deliver training sessions to onboard new users and educate existing teams on advanced features.
• Issue Resolution & Debugging: Solve and debug technical issues with tools and workflows to quickly resolve user problems. You'll employ systematic debugging techniques to identify root causes and implement effective solutions.
• Escalation Management: Triage and escalate complex or problematic issues to the tool development team when necessary. You'll work closely with production teams to track issues through our Jira workflow, ensuring nothing falls through the cracks.
• User Advocacy: Be the voice of external teams within arenaflex. Advocate for tools improvements, workflow enhancements, and feature suggestions that would benefit the content creation community we support.
• Cross-Functional Partnership: Collaborate with other engineers to develop tools and processes that improve efficiency and quality. You'll participate in cross-disciplinary discussions to drive features from initial concept to successful completion.
• Professional Excellence: Exemplify reliability, accountability, and professionalism in all work-related interactions. Maintain a positive attitude and contribute to a supportive team environment.

What We're Looking For

We're seeking candidates who bring a blend of technical expertise, communication skills, and a customer-first mindset. Here's what will make you successful in this role:

Essential Qualifications

• Technical Background: Ability to read and understand C# code. While you won't be primarily writing code, you'll need to navigate and comprehend codebase to diagnose issues and communicate effectively with development teams.
• Communication Skills: Excellent written and verbal communication skills, including the ability to work professionally with external partners. You should be comfortable explaining technical concepts to non-technical users and translating user needs into actionable feedback for engineers.
• Positive Attitude: A growth mindset with the ability to receive and provide objective, constructive feedback. You should be eager to learn, adapt, and improve both individually and as part of a team.
• Organization & Time Management: Strong organizational skills with the ability to prioritize and manage numerous concurrent requests. You'll handle multiple support tickets and projects simultaneously while maintaining attention to detail.
• Self-Motivation: Proactive self-starter who can prioritize tasks effectively and work independently. You should be comfortable taking ownership of issues and seeing them through to resolution.

Preferred Experience

• Computer Science degree or related technical field, or equivalent work experience
• Experience supporting a live service or tool environment
• Unity 3D game and tool development experience
• Familiarity with Jira, Confluence, or other defect tracking software
• iOS and Android mobile development experience
• At least 5 years of experience delivering production-level code in a professional environment

Why arenaflex?

At arenaflex, we're not just building tools—we're shaping the future of content creation. When you join our team, you become part of a company that values innovation, collaboration, and the relentless pursuit of excellence. Here's what makes arenaflex a great place to build your career:

Career Growth & Learning

We invest in our people. As an External Support Engineer, you'll have ample opportunities to expand your technical skills, learn new technologies, and grow within the organization. You'll work alongside talented engineers and creators, gaining exposure to cutting-edge tools and workflows. Whether you're looking to deepen your technical expertise or explore other areas of the business, arenaflex supports your career journey.

Work-Life Balance

We believe great work happens when people are balanced and energized. Our core hours are 10:00 AM to 6:00 PM CST, giving you a structured yet flexible schedule. This ensures you'll have time for meetings and collaboration while also maintaining space for your personal life. We respect boundaries and encourage healthy work habits.

Competitive Compensation

We offer competitive salaries that reflect your skills, experience, and contributions. The compensation range for this role is $150,000 - $325,000, depending on experience and qualifications. We carefully consider a wide range of compensation factors, including market indicators, your specific job family, background, and skills to ensure fair and competitive pay.

Comprehensive Benefits

At arenaflex, we take care of our team members. While specific benefits may vary, we offer comprehensive packages that include health, dental, and vision coverage, retirement plans, paid time off, and various wellness programs. We want you to feel supported both professionally and personally.

Inclusive Culture

Diversity fuels our creativity and innovation. We're committed to building an inclusive environment where every voice matters. You'll work with teams from diverse backgrounds and perspectives, fostering a culture of respect, collaboration, and belonging.

The External Support Engineering Team

You'll join a dynamic team that's passionate about user success. Our External Support Engineers are the bridge between content creators and our engineering teams. We pride ourselves on being responsive, empathetic, and technically skilled. You'll have the opportunity to collaborate with teams across the organization, from tool developers to content producers, and your work will directly impact the success of content creation at arenaflex.

Our team values continuous improvement. We regularly review our processes, share knowledge, and look for ways to enhance the user experience. You'll be encouraged to suggest improvements, propose new ideas, and take initiative on projects that align with your interests and expertise.

Ready to Make an Impact?

If you're excited about technical support, passionate about helping others succeed, and ready to be part of a team that's transforming content creation, we want to hear from you. This is a fantastic opportunity to grow your career, develop new skills, and make a meaningful impact at a company that's shaping the future of entertainment technology.

At arenaflex, we know that our greatest asset is our people. We're looking for talented individuals who bring unique perspectives, skills, and energy to our team. If you're ready to take the next step in your career and join a company that values innovation, collaboration, and excellence, apply today.

Don't miss this opportunity to be part of something extraordinary. We can't wait to see what you'll bring to arenaflex.

Note: This job description is intended to provide a general overview of the position and is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities. Duties, responsibilities, and activities may change at any time with or without notice.