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

Introduction to arenaflex In today's world, mental health discussions have become more open and vital than ever. At arenaflex, we're dedicated to delivering the world's most effective behavioral care through data, measurement, and personalization. Our mission is to support clinicians in their critical work, and we're seeking a skilled Customer Reliability Specialist to bridge the gap between our R&D team and US operations. This role combines technical support expertise with infrastructure monitoring and optimization, ensuring our systems maintain peak performance while delivering exceptional customer support. About the Role We're looking for a technical troubleshooter with a passion for diving deep into complex systems while maintaining a customer-first mindset. As a Customer Reliability Specialist at arenaflex, you'll thrive on being the bridge between sophisticated technology and the people who use it, understanding that your role directly impacts healthcare providers' ability to deliver care effectively. You'll have a natural talent for pattern recognition in system behaviors and logs, coupled with the analytical mindset to transform these insights into actionable solutions. Key Responsibilities Serve as the primary technical escalation point in the United States for complex customer issues (Tier 3/4 support) Design, implement, and maintain monitoring solutions for system metrics, logs, and alerts Interface directly with customers to resolve sophisticated technical challenges Develop and maintain automation scripts to streamline operations and support processes Analyze system performance metrics and recommend improvements Collaborate with the R&D team to troubleshoot complex technical issues Create and maintain technical documentation for internal and customer use Participate in on-call rotation to ensure 24/7 system reliability 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 Haves While not required, the following skills and experiences are 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 Career Growth and Learning Benefits At arenaflex, we're committed to helping you grow and develop in your career. You'll have the opportunity to: Build, grow, and become highly instrumental in shaping how technology can increase the effectiveness of therapy Work with a team of amazing people who share a vision and have the drive to make it happen Develop new skills and expertise in a dynamic and supportive environment Participate in training and development programs to enhance your technical and soft skills Work Environment and Company Culture At arenaflex, we pride ourselves on our positive and supportive company culture. You'll enjoy: A hybrid and remote work environment that allows you to work from anywhere Mental health days off to take care of yourself and your well-being A team that values work-life balance and flexibility Opportunities to collaborate with international teams and work on global projects Compensation and Benefits We offer a competitive compensation package that includes: A base pay range of $85,000-$100,000 per year, depending on experience and qualifications Generous health benefits to support your physical and mental well-being Significant equity and 401(k) plans matched to 4% to help you plan for your future Opportunities for professional growth and development to enhance your career Conclusion If you're a technical troubleshooter with a passion for delivering exceptional customer support and a desire to make a meaningful impact on the well-being and mental health of thousands, we encourage you to apply for this exciting opportunity. Join our team at arenaflex and become part of a dynamic and supportive environment that values innovation, collaboration, and customer satisfaction. Apply now and take the first step towards a rewarding and challenging career as a Customer Reliability Specialist. Apply for this job