Experienced Customer Reliability Specialist – Technical Support & SRE Expertise for Behavioral Health Technology

At arenaflex, we're revolutionizing the way clinicians deliver behavioral care through data-driven insights and personalized support. As a Customer Reliability Specialist, you'll play a pivotal role in bridging the gap between our R&D team and US operations, ensuring our systems maintain peak performance while delivering exceptional customer support. If you're a technical troubleshooter with a passion for diving deep into complex systems and a customer-first mindset, we want to hear from you.

About arenaflex

arenaflex is on a mission to help deliver the world's most effective behavioral care through data, measurement, and personalization. We believe that great technical support goes beyond fixing immediate issues – it's about understanding root causes, building robust monitoring systems, and creating automation that prevents future problems. Our team is dedicated to creating a product that positively impacts people's lives every single day, and we're looking for talented individuals like you to join our journey.

Key Responsibilities

As a Customer Reliability Specialist, you'll be responsible for:

• Serving as the primary technical escalation point in the United States for complex customer issues (Tier 3/4 support)
• Designing, implementing, and maintaining monitoring solutions for system metrics, logs, and alerts
• Interfacing directly with customers to resolve sophisticated technical challenges
• Developing and maintaining automation scripts to streamline operations and support processes
• Analyzing system performance metrics and recommending improvements
• Collaborating with the R&D team to troubleshoot complex technical issues
• Creating and maintaining technical documentation for internal and customer use
• Participating in on-call rotation to ensure 24/7 system reliability

Essential Qualifications and Skills

To be successful in this role, you'll need:

• 2+ years of experience in technical support, DevOps, or SRE roles
• Strong proficiency in shell scripting and at least one of: Python, Go, or Ruby
• Extensive experience with API implementations and troubleshooting; familiarity with testing tools like Postman, curl (Linux command), or directly through code
• Proven experience with monitoring tools and observability platforms such as Grafana and Prometheus; familiarity with logging and search platforms like OpenSearch
• Strong understanding of logging systems and log analysis
• Experience with alert management and incident response, including tools like PagerDuty or Opsgenie
• Database administration experience with SQL (e.g., MySQL, PostgreSQL) and NoSQL (e.g., MongoDB, Cassandra) databases
• Experience with cloud platforms (AWS/Azure/GCP)
• Strong Linux systems administration experience (RHEL/CentOS, Ubuntu/Debian) including shell scripting, user management, system updates and networking
• Excellent problem-solving and analytical skills
• Strong written and verbal communication skills
• Ability to work independently and collaborate with international teams

Nice to Have Qualifications and Skills

While not required, the following qualifications and skills would be a plus:

• Engineering background or relevant technical degree
• Healthcare or behavioral health technology industry experience
• Experience working with distributed teams
• Knowledge of security and compliance requirements in healthcare

Why Join arenaflex?

We offer a unique opportunity to join a startup that is having a meaningful impact on the well-being and mental health of thousands. As a Customer Reliability Specialist, you'll have the chance to:

• Work on a product that positively impacts people's lives every single day
• Collaborate with a team of amazing people with a shared vision and the infinite drive to make it happen
• Enjoy wide and generous health benefits, significant equity, and 401(k) plans matched to 4%
• Participate in hybrid and remote work opportunities
• Take mental health days off to prioritize your well-being
• Contribute to shaping how technology can increase the effectiveness of therapy
• Grow and develop your skills in a dynamic and supportive environment

Compensation and Benefits

The base pay range for this position is $85,000-$100,000 per year, depending on prior employment history, qualifications, and skills. We also offer a comprehensive benefits package, including health insurance, 401(k) matching, and mental health days off.

How to Apply

If you're a motivated and detail-oriented technical expert with a passion for customer support, we want to hear from you. Apply now to join our team and be a part of arenaflex's mission to revolutionize behavioral care. Apply Job! Apply for this job