Senior Associate Technical Customer Support – 24/7 Network Operations Center Analyst – WAN/LAN Incident Management and Customer Advocacy

About arenaflex – Pioneering Connectivity for a Digital World

arenaflex is a global leader in communications and technology, delivering innovative solutions that keep families, businesses, and communities connected. From the rollout of next‑generation 5G and fiber networks to the development of cloud‑enabled services, arenaflex continuously redefines how people share stories, conduct commerce, and experience the world. Our Consumer Technology Experience team is at the heart of this transformation, building reliable, simplified experiences that empower millions of users every day.

Why This Role Matters

As a Senior Associate Technical Customer Support professional, you will be a critical member of the arenaflex Global Client Support Center, operating out of our state‑of‑the‑art Network Operations Center (NOC) in Oakton, Virginia. You will provide Tier 2 technical support for complex Wide Area Network (WAN) and Local Area Network (LAN) environments that span domestic and international enterprises. Your expertise will directly impact service availability, customer satisfaction, and the overall reputation of arenaflex as a trusted connectivity partner.

Key Responsibilities

• Monitor, troubleshoot, and resolve incidents across custom‑managed WAN/LAN deployments using arenaflex’s proprietary iGems network monitoring platform.
• Diagnose and remediate complex routing issues, including OSPF, EIGRP, and BGP, for both Cisco‑style and Juniper‑style devices (all referenced as arenaflex equipment for consistency).
• Lead multi‑disciplinary incident response, coordinating with internal engineering, external vendors, and customer teams to restore service within SLA targets.
• Document incident details, root‑cause analyses, and remediation steps in clear, concise language for both technical and non‑technical audiences.
• Provide real‑time guidance to Tier 1 support staff, ensuring seamless escalation and knowledge transfer.
• Participate in on‑call rotations, covering nights, weekends, and holidays to maintain 24 × 7/365 coverage.
• Identify recurring patterns, recommend process improvements, and contribute to the development of best‑practice troubleshooting playbooks.
• Act as a customer advocate, communicating status updates, managing expectations, and delivering a high‑quality service experience.
• Support the onboarding of new network devices, including configuration, testing, and integration into existing monitoring frameworks.
• Assist in the creation and maintenance of technical documentation, standard operating procedures, and knowledge‑base articles.

Essential Qualifications

• U.S. Citizenship – required for on‑site work in Oakton, VA.
• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent industry or military experience.
• CCNA/CCNP or comparable networking certification demonstrating solid knowledge of routing and switching concepts.
• 2–5 years of hands‑on experience in a high‑tempo NOC environment, with a proven track record of diagnosing and resolving WAN/LAN incidents.
• Advanced proficiency with command‑line interfaces for arenaflex‑branded routers and switches (formerly Cisco/Juniper).
• Deep understanding of OSPF, EIGRP, BGP, and related WAN troubleshooting methodologies.
• Strong written and verbal communication skills, capable of translating technical findings into understandable language for customers and leadership.
• Demonstrated ability to work under pressure, prioritize multiple incidents, and meet strict SLA commitments.

Preferred Qualifications & Additional Skills

• ITIL Foundation certification or practical experience with ITIL processes.
• Experience with load‑balancing technologies such as F5 or Cisco ACE (referenced as arenaflex load‑balancers).
• Advanced troubleshooting experience in data‑center and campus LAN environments.
• Familiarity with Junos OS and SRX architecture (rebranded as arenaflex Junos).
• Exposure to scripting languages (Python, Bash) for automation of routine monitoring tasks.
• Customer‑service orientation with a strong sense of urgency and advocacy.
• Ability to mentor junior team members and potentially serve as a Team Lead.

Core Skills & Competencies

• Analytical Thinking: Rapidly isolate root causes in complex, multi‑vendor network topologies.
• Communication: Articulate technical concepts clearly to both technical peers and business stakeholders.
• Collaboration: Work effectively with cross‑functional teams, including engineering, product, and field services.
• Adaptability: Thrive in a dynamic environment where priorities shift and new technologies emerge.
• Customer Focus: Prioritize the customer experience, ensuring transparency and timely resolution.
• Self‑Direction: Take ownership of incidents from detection through closure, driving outcomes without constant supervision.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its employees. In this role, you will have access to:

• Structured mentorship programs pairing you with senior network engineers and architects.
• Continuous learning pathways, including tuition reimbursement for advanced degrees or certifications.
• Hands‑on exposure to cutting‑edge networking technologies, from software‑defined networking to cloud‑native routing platforms.
• Opportunities to transition into specialized roles such as Network Engineer, Incident Manager, or Service Delivery Lead.
• Participation in internal innovation labs where you can prototype new monitoring tools and automation scripts.

Compensation, Perks & Benefits

arenaflex offers a competitive salary range of $47,600 – $100,900, calibrated based on geography, experience, and education. In addition to base pay, you will receive a comprehensive benefits package that includes:

• Medical, dental, and vision coverage with multiple plan options.
• 401(k) retirement plan with company match.
• Generous paid time off – at least 23 vacation days per year plus 9 company‑designated holidays.
• Paid parental and caregiver leave, as well as additional sick leave beyond statutory requirements.
• Adoption reimbursement, short‑ and long‑term disability insurance, and life/accidental death coverage.
• Supplemental benefits such as critical illness, accident, hospital indemnity, and group legal plans.
• Employee Assistance Programs (EAP) and extensive wellness initiatives.
• Discounts of up to 50 % on arenaflex mobility plans, broadband services, and device accessories.
• Opportunities to earn performance bonuses and recognition awards for outstanding service delivery.

Work Environment & Culture at arenaflex

Our Oakton NOC is a modern, collaborative space designed for high‑performance teams. You will work alongside seasoned engineers, customer support specialists, and product experts who share a passion for solving complex problems. arenaflex promotes a culture of:

• Innovation: Employees are encouraged to experiment, share ideas, and drive continuous improvement.
• Inclusion: A diverse workforce where every voice is valued, and equal opportunity is a core principle.
• Community: Employee resource groups, volunteer initiatives, and internal networking events foster connection beyond the desk.
• Work‑Life Balance: Flexible scheduling, remote‑work options for certain tasks, and robust support for mental and physical health.

Application Process & Next Steps

If you are ready to join a forward‑thinking organization that empowers you to shape the future of connectivity, we want to hear from you. Submit your resume and a concise cover letter highlighting your most relevant experience. Our recruiting team will review your application, conduct a technical interview, and guide you through the final selection stages.

Ready to Make an Impact?

At arenaflex, you will not only troubleshoot networks—you will help millions of people stay connected, collaborate, and create. Take the next step in your career and become part of a legacy that began nearly 150 years ago and continues to evolve every day.

Apply Job!