Senior Customer Support Engineer – Hybrid (2 Remote / 3 On‑Site) – Advanced Linux & Networking Troubleshooting – arenaflex – $130K+ Compensation

About arenaflex – Pioneering Innovation in Enterprise Technology

arenaflex is a leading provider of mission‑critical data protection and storage solutions that empower businesses across the globe to safeguard their most valuable information. With a heritage of engineering excellence, arenaflex combines cutting‑edge software, robust hardware, and world‑class services to deliver unparalleled reliability, scalability, and performance. Our customers range from fast‑growing startups to Fortune 500 enterprises, and they rely on arenaflex to keep their data safe, accessible, and compliant.

As part of our commitment to delivering exceptional customer experiences, arenaflex is expanding its technical support organization. We are looking for a seasoned, highly motivated Senior Customer Support Engineer who thrives in a fast‑paced environment, loves solving complex problems, and enjoys collaborating with both customers and internal product teams. If you are passionate about technology, enjoy mentoring junior engineers, and want to make a tangible impact on the success of our clients, this is the role for you.

Why This Role Matters – The Impact You’ll Have

In today’s data‑driven world, downtime is not an option. As a Senior Customer Support Engineer at arenaflex, you will be the frontline defender of our customers’ critical workloads. Your expertise will directly influence service availability, customer satisfaction, and the overall reputation of arenaflex as a trusted partner. You will work closely with product development, quality assurance, and sales teams to ensure that every technical issue is resolved quickly, accurately, and with a focus on continuous improvement.

Key Responsibilities

• Advanced Technical Support: Provide Tier‑2/3 support for complex hardware and software issues, including deep‑dive analysis of logs, core dumps, and performance metrics.
• Customer Advocacy: Serve as the primary point of contact for high‑priority customers, managing expectations, communicating status updates, and ensuring a seamless resolution experience.
• Root‑Cause Analysis & Documentation: Conduct thorough investigations, identify root causes, and create detailed knowledge‑base articles that empower both customers and internal teams.
• Collaboration & Escalation: Work hand‑in‑hand with product engineering, QA, and field services to reproduce issues, develop fixes, and validate solutions before release.
• Automation & Scripting: Develop and maintain scripts (Bash, Python, PowerShell) to automate repetitive troubleshooting tasks, data collection, and reporting.
• Mentorship: Coach junior support engineers, share best practices, and lead technical training sessions to elevate the overall skill set of the support organization.
• On‑Site Engagements: Travel to customer sites in the New England region (Marlborough or Bedford, MA) when required to perform hands‑on diagnostics, installations, or escalated issue resolution.
• Continuous Improvement: Participate in post‑mortem reviews, contribute to product roadmap discussions, and suggest enhancements that reduce future support incidents.

Essential Qualifications

• Technical Expertise: Minimum 5 years of experience providing enterprise‑level technical support for Linux/Unix environments, with a strong grasp of kernel troubleshooting, file systems, and system performance tuning.
• Networking Proficiency: Demonstrated ability to diagnose and resolve networking problems, including TCP/IP, VLANs, routing, and storage networking protocols such as iSCSI, NFS, and Fibre Channel.
• Customer‑Facing Skills: Exceptional oral and written communication abilities, proven track record of handling high‑stress situations, and a customer‑first mindset.
• Education: BA/BS in Computer Science, Information Technology, or a related field, or equivalent hands‑on experience.
• Scripting Knowledge: Proficiency in at least one scripting language (Bash, Python, Perl, or PowerShell) to automate diagnostics and data collection.
• Problem‑Solving Acumen: Ability to think logically, break down complex problems, and devise innovative solutions under tight timelines.

Preferred Qualifications & Nice‑to‑Have Skills

• Experience with enterprise backup and recovery solutions such as Backup Exec, Commvault, IBM Spectrum Protect, NetBackup, Oracle RMAN, or Veeam.
• Certifications such as Red Hat Certified Engineer (RHCE), Cisco CCNA/CCNP, or CompTIA Network+.
• Familiarity with virtualization platforms (VMware, Hyper‑V, KVM) and cloud environments (AWS, Azure, Google Cloud).
• Exposure to scripting automation frameworks like Ansible, Chef, or Puppet.
• Previous experience in a hybrid work model, balancing remote productivity with on‑site collaboration.

Core Skills & Competencies

• Analytical Thinking: Strong diagnostic skills and the ability to interpret system logs, error messages, and performance counters.
• Communication: Clear, concise, and empathetic communication style, both written (ticket updates, knowledge articles) and verbal (customer calls, presentations).
• Teamwork: Collaborative attitude, comfortable working across functional teams and sharing knowledge.
• Time Management: Ability to prioritize multiple tickets, meet SLA commitments, and manage workload in a hybrid environment.
• Adaptability: Thrive in a fast‑changing technology landscape, quickly learning new products and features.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its employees. As a Senior Customer Support Engineer, you will have access to:

• Structured mentorship programs and leadership training pathways.
• Tuition reimbursement for industry certifications and advanced degree programs.
• Regular internal tech‑talks, webinars, and hackathons that keep you at the forefront of emerging technologies.
• Opportunities to transition into product management, solutions architecture, or senior engineering roles based on performance and interest.

Work Environment & Culture at arenaflex

Our culture is built on three pillars: Innovation, Integrity, and Inclusion. arenaflex fosters a supportive atmosphere where ideas are welcomed, diversity is celebrated, and every employee is empowered to contribute to the company’s success.

• Hybrid Flexibility: Two days per week of remote work, three days in our modern Marlborough or Bedford office equipped with collaborative spaces, quiet zones, and state‑of‑the‑art meeting rooms.
• Team‑Centric Atmosphere: Regular team‑building activities, cross‑departmental lunches, and an open‑door leadership style that encourages direct communication with senior management.
• Health & Well‑Being: Comprehensive wellness programs, on‑site fitness classes, and mental‑health resources to support a balanced lifestyle.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to attract and retain top talent.

• Base Salary: $110,000 – $130,000+ depending on experience, with the potential for performance‑based bonuses.
• Retirement Savings: Non‑matching 401(k) plan with company contributions.
• Health Coverage: Medical, dental, and vision plans with multiple options to suit individual needs.
• Paid Time Off: 3 weeks of vacation/PTO, 6 days of sick leave, and additional holidays.
• Relocation Assistance: Support for candidates moving to the Greater Boston area.
• Professional Development: Access to online learning platforms, conference attendance budgets, and certification reimbursements.
• Technology Stipend: Home‑office equipment allowance to ensure a productive remote workspace.
• Employee Assistance Program: Confidential counseling, legal services, and financial planning resources.

Equal Opportunity Employment

arenaflex is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law. We also comply with all applicable fair‑chance ordinances and are committed to providing reasonable accommodations for candidates with disabilities. If you require assistance or an accommodation during the application process, please contact our Human Resources team.

How to Apply

If you are ready to bring your technical expertise, customer‑centric mindset, and passion for problem‑solving to arenaflex, we encourage you to submit your application today. Join a team that values innovation, supports growth, and celebrates success.

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