Customer Support Engineer – Technical Support Specialist for Progressive Advocacy Platform at arenaflex

About arenaflex – Empowering Change Through Technology

arenaflex is a cutting‑edge texting platform that powers the communication strategies of progressive movements worldwide. As a bootstrapped, independent organization, arenaflex is free from the constraints of external investors, allowing us to prioritize impact over profit. Our mission is to amplify the reach of people‑powered campaigns by delivering reliable, scalable, and user‑friendly SMS solutions that enable organizers, strategists, and activists to connect with their audiences in real time.

From grassroots campaigns to national advocacy groups, arenaflex partners with organizations that are at the forefront of social change. Our platform combines powerful automations, broadcast capabilities, a robust RESTful API, and an intuitive inbox experience—all built in close collaboration with leading progressive entities. By joining arenaflex, you become part of a purpose‑driven team that values diversity, equity, and the collective fight for a better future.

The Role: Customer Support Engineer – Your Impact at arenaflex

arenaflex is seeking a full‑time Customer Support Engineer to join our rapidly expanding Partnerships team. In this role, you will be the primary technical liaison for our growing user base, translating complex platform functionalities into clear, actionable guidance for campaign teams, political strategists, and nonprofit leaders. Your problem‑solving expertise and passion for progressive politics will directly influence the effectiveness of movements that rely on arenaflex to mobilize supporters, disseminate information, and drive real‑world change.

As the technical front line, you will troubleshoot issues, coordinate bug resolution with our engineering squad, and provide strategic insights that shape product roadmaps. You will also collaborate closely with internal stakeholders—including Product, Engineering, and Marketing—to ensure that every partner experience is seamless, reliable, and aligned with the broader mission of arenaflex.

Key Responsibilities

• Ticket Management: Own the end‑to‑end lifecycle of incoming technical support tickets, accurately scoping potential bugs, and escalating them to the appropriate internal teams.
• Technical Communication: Translate complex technical concepts into plain language for users with varying levels of technical expertise, ensuring clarity and confidence.
• Troubleshooting & Resolution: Diagnose and resolve user‑reported issues, ranging from API integration challenges to platform UI glitches.
• Stakeholder Updates: Craft concise, data‑driven status updates for both internal teams and external partners, maintaining transparency throughout the support process.
• Quality Assurance: Conduct rigorous QA testing on new features, bug fixes, and enhancements to guarantee a flawless user experience.
• Custom Data Requests: Fulfill bespoke data extraction and reporting requests, leveraging SQL and relational database expertise.
• Provisioning & Automation: Set up campaign and call numbers for new users, while working toward automating repetitive provisioning tasks.
• Product Insight: Provide actionable feedback to the Product team based on real‑world use cases, influencing prioritization and feature development.
• Collaboration: Partner with engineers, product managers, and designers to track progress on partner deliverables and ensure timely releases.

Essential Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or a related field, OR equivalent practical experience.
• Minimum of 3 years’ experience in a customer support or technical support role, preferably within a SaaS or political‑tech environment.
• Proficiency with relational databases, especially PostgreSQL; ability to write, debug, and optimize SQL queries.
• Familiarity with JavaScript and/or Node.js is a strong plus, enabling you to understand API interactions and platform logic.
• Demonstrated ability to work effectively in a small, fast‑paced team where responsibilities often shift.
• Exceptional written and verbal communication skills, with a talent for bridging technical and non‑technical audiences.
• Self‑management aptitude: you can prioritize tasks, meet deadlines, and maintain composure under pressure.
• Genuine passion for progressive politics and a commitment to the mission of arenaflex.

Preferred Qualifications & Additional Skills

• Experience supporting API‑driven platforms, including RESTful services and webhook integrations.
• Background in political campaigning, nonprofit advocacy, or grassroots organizing.
• Knowledge of SMS compliance regulations (e.g., TCPA, GDPR) and best practices for mass messaging.
• Exposure to ticketing systems such as Zendesk, Freshdesk, or Jira Service Management.
• Ability to create clear documentation, knowledge‑base articles, and training materials for end users.
• Comfort with data visualization tools (e.g., Tableau, Looker) to translate support metrics into strategic insights.

What You’ll Gain – Career Growth & Learning Opportunities

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

• Mentorship from senior engineers and product leaders who are thought leaders in political technology.
• Regular workshops on advanced SQL, API design, and emerging communication trends.
• Opportunities to lead cross‑functional initiatives, such as new feature rollouts or partner onboarding programs.
• Exposure to high‑impact campaigns, giving you a front‑row seat to the real‑world outcomes of your work.
• A clear pathway to senior technical support, product management, or engineering roles as you demonstrate expertise and leadership.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to support your wellbeing and future goals:

• Base Salary: $120,000 USD per year, commensurate with experience.
• Health & Wellness: Full medical, dental, vision coverage, and life insurance with 100 % of premiums covered by arenaflex.
• Retirement Savings: Generous 401(k) matching program to help you build long‑term financial security.
• Time Off: Unlimited PTO plus a minimum of 15 paid days off annually, in addition to company‑wide holidays.
• Parental Leave: 14 weeks of paid leave for new parents, applicable to both birth and adoption scenarios.
• Team Retreats: Annual in‑person retreats that blend strategy sessions with team‑building activities.
• Workspace Flexibility: Stipend for office or coworking space to support hybrid work arrangements.
• Learning Budget: Annual allocation for courses, certifications, or conferences of your choice.

Work Environment & Culture at arenaflex

Our culture is built on three pillars: impact, inclusion, and innovation.

• Impact‑First Mindset: Every line of code, every support ticket, and every product decision is measured against the tangible outcomes it creates for progressive movements.
• Inclusive Community: arenaflex is committed to reflecting the diversity of the organizations we serve. We actively recruit, retain, and celebrate talent from all backgrounds, ensuring that every voice is heard and valued.
• Continuous Innovation: We encourage experimentation, rapid prototyping, and a fail‑fast approach that keeps our platform at the forefront of SMS advocacy technology.

Our team works collaboratively across time zones, leveraging modern communication tools, asynchronous workflows, and a supportive leadership style that empowers individuals to take ownership of their projects.

How to Apply

If you are driven by the desire to amplify the voice of people‑powered movements and possess the technical acumen to support a mission‑critical platform, we want to hear from you. Please submit your resume/CV along with a brief statement of interest that highlights your relevant experience and passion for progressive advocacy.

arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.

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