About arenaflex

At arenaflex, we believe in the power of creativity and innovation to transform how content is created, managed, and delivered to audiences worldwide. As a leader in the entertainment and technology space, we build cutting-edge tools and platforms that empower content creators, filmmakers, artists, and production teams to bring their visions to life. Our mission is to seamless integrate technology with creative workflows, ensuring that our internal and external teams have the resources they need to produce world-class content efficiently and effectively.

We are currently seeking a talented and motivated External Support Engineer to join our dynamic Tools Engineering team. In this role, you will serve as the critical bridge between our content creation partners and the internal development teams that build the tools they rely on daily. You will be the first line of support for external content teams encountering issues, and you will play a pivotal role in ensuring their success by providing exceptional technical support, training, and advocacy for improved tools and workflows.

If you are passionate about solving complex technical problems, enjoy working with diverse teams, and want to make a meaningful impact on the creative process, arenaflex is the place for you. Join us and become part of a collaborative, forward-thinking organization that values innovation, excellence, and the relentless pursuit of perfection in everything we do.

Position Overview

The External Support Engineer is a key member of our Tools Engineering department, responsible for delivering outstanding technical support to external content creation teams that utilize the proprietary tools developed by our internal engineering team. This position requires a unique blend of technical expertise, communication skills, and problem-solving abilities. You will act as the primary point of contact for external teams when they encounter challenges with our tools, and you will be responsible for triaging issues, providing solutions, and escalating complex problems to the appropriate development teams.

This role offers an exciting opportunity to work at the intersection of technology and creativity, where your technical skills will directly impact the success of content production teams across the organization. You will collaborate closely with tool developers, product managers, and external stakeholders to ensure that our tools meet the needs of our users and enable them to work efficiently and effectively.

Key Responsibilities

As an External Support Engineer at arenaflex, you will be responsible for a wide range of duties that include but are not limited to:

Technical Support Delivery: Provide comprehensive technical support to external content teams regarding the use, functionality, and troubleshooting of our content creation tools. This includes diagnosing issues, identifying root causes, and implementing effective solutions in a timely manner to minimize disruption to creative workflows.

Documentation and Training: Create and maintain high-quality reference materials, user guides, knowledge base articles, and training documentation to help external teams effectively utilize our toolset. Additionally, you will conduct training sessions and workshops to onboard new users and help existing users maximize their productivity.

Issue Resolution and Debugging: Solve and debug complex issues with tools and workflows, employing strong analytical and problem-solving skills to quickly identify solutions. You will be responsible for troubleshooting software bugs, configuration issues, and integration problems while maintaining detailed records of all support activities.

Escalation Management: Identify, triage, and escalate more complex or problematic issues to the tool development team, working closely with production to track these issues in JIRA. You will ensure that escalated issues are properly documented, prioritized, and resolved in a timely fashion, while keeping external stakeholders informed of progress.

Advocacy and Improvement: Serve as an advocate for external teams, collecting and forwarding feedback, suggestions, and requests for tool improvements. You will actively champion workflow enhancements and communicate user needs to the development team to drive continuous improvement of our tools and processes.

Cross-Functional Collaboration: Partner with engineers, product managers, and other stakeholders to develop new tools and processes that improve efficiency, quality, and user satisfaction. You will contribute your expertise to the design and implementation of new features, ensuring they meet the needs of external content teams.

Feature Development Leadership: Guide and lead cross-disciplinary dialogues to drive features from initial concept through completion. This includes gathering requirements, defining specifications, coordinating implementation efforts, and ensuring successful deployment of new capabilities.

Professional Excellence: Exemplify reliability, accountability, and professionalism in all work-related interactions. You will maintain a positive attitude, demonstrate strong work ethic, and represent arenaflex in a professional manner at all times.

Required Qualifications and Skills

To succeed in this role, you must possess a combination of technical expertise, communication abilities, and personal attributes that enable you to effectively support our external content teams. The ideal candidate will have:

Technical Proficiency: The ability to read and understand C# code is essential for this role. You should be comfortable navigating codebases, identifying potential bugs, and communicating technical findings to both technical and non-technical stakeholders.

Communication Skills: Excellent written and verbal communication skills are required, including the ability to clearly explain technical concepts to non-technical users and effectively collaborate with external partners and internal teams.

Problem-Solving Abilities: Strong analytical and problem-solving skills, with the ability to quickly diagnose issues, develop effective solutions, and think creatively to overcome challenges.

Interpersonal Skills: A positive attitude and the ability to receive and provide objective, constructive feedback. You should be approachable, patient, and committed to helping others succeed.

Organizational Skills: Excellent organization skills, with the ability to manage multiple priorities, track numerous requests simultaneously, and maintain detailed records of all activities.

Self-Motivation: Self-motivated and proactive, with the ability to prioritize tasks, manage your time effectively, and work independently with minimal supervision.

Educational Background: A Computer Science degree or related field, or equivalent work experience in a technical support or software development role.

Professional Experience: At least five years of experience delivering production-level code in a professional environment, demonstrating a track record of successful project delivery and technical achievement.

Preferred Qualifications and Experience

While the following qualifications are not required, they would be highly valued and may set you apart from other candidates:

Support Experience: Previous experience supporting a live service or tool environment, preferably in a media, entertainment, or gaming context.

Unity 3D Expertise: Experience with Unity 3D game and tool development, including familiarity with the Unity editor, scripting, and plugin development.

Defect Tracking Proficiency: Experience with Jira, Confluence, or other defect tracking and collaboration tools, including the ability to create, manage, and resolve tickets effectively.

Mobile Development: iOS and Android mobile development experience, including familiarity with mobile-specific tooling, deployment, and troubleshooting.

Tool Development Background: Experience in developing or supporting tools used by creative professionals, such as content management systems, asset pipelines, or production workflow tools.

Career Growth and Development Opportunities

At arenaflex, we are committed to the professional growth and development of our employees. As an External Support Engineer, you will have access to numerous opportunities to expand your skills, advance your career, and make a meaningful impact within the organization.

You will work alongside experienced engineers and product managers, gaining valuable insights into tool development, user experience design, and cross-functional collaboration. This role provides an excellent foundation for career advancement into positions such as Senior Support Engineer, Technical Lead, or Product Manager, depending on your interests and career goals.

We encourage continuous learning and professional development through internal training programs, conference attendance, and certifications. You will have the opportunity to deepen your expertise in areas such as software development, cloud technologies, and creative workflow optimization.

Work Environment and Culture

At arenaflex, we foster a collaborative, inclusive, and innovative work environment where every team member is valued and empowered to contribute their best work. We believe that diverse perspectives and ideas drive creativity and excellence, and we are committed to maintaining a culture of respect, transparency, and mutual support.

Our team values work-life balance and understands the importance of flexibility. While our core working hours are 10:00 AM to 6:00 PM CST, we strive to accommodate flexible schedules and remote work arrangements when possible. You should be available for meetings and collaborative sessions during core hours, but we trust our team members to manage their time effectively and deliver results.

You will be joining a team of passionate professionals who are dedicated to building tools that empower creative teams and drive the future of content creation. Our culture emphasizes collaboration, continuous improvement, and a commitment to excellence in everything we do.

Compensation and Benefits

At arenaflex, we recognize that our employees are our most valuable asset, and we are committed to providing competitive compensation and comprehensive benefits that support your well-being and professional growth.

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

In addition to competitive salary, arenaflex offers a comprehensive benefits package that includes:

Health, dental, and vision insurance

401(k) retirement plan with company matching

Paid time off and holidays

Professional development and training opportunities

Employee assistance programs

Various wellness programs and resources

Our compensation philosophy is designed to recognize and reward your contributions, while ensuring that you have the resources you need to thrive both professionally and personally.

How to Apply

We are excited to hear from talented individuals who are passionate about supporting creative teams and driving the success of our tools and workflows. If you are ready to take the next step in your career and make a meaningful impact at arenaflex, we encourage you to apply.

To apply, please submit your resume, cover letter, and any relevant portfolio or work samples through our online application portal. Be sure to highlight your relevant experience, technical skills, and any specific accomplishments that demonstrate your ability to excel in this role.

arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from candidates of all backgrounds and experiences.

Join Our Team

Are you ready to play a pivotal role in supporting the creative teams that produce world-class content? Do you thrive in a fast-paced, collaborative environment where your technical skills and communication abilities can make a real difference? If so, we invite you to apply for the External Support Engineer position at arenaflex.

This is an exceptional opportunity to join a forward-thinking organization that values innovation, excellence, and the professional growth of its employees. Apply today and become part of a team that is shaping the future of content creation.

We look forward to receiving your application and learning more about how you can contribute to the success of arenaflex!

Experienced External Support Engineer – Technical Support & Tool Development for Content Creation Teams