Remote Customer Support Specialist – 2nd Shift (PST) – Technical Log Analysis & Healthcare Device Support

About arenaflex – Pioneering Innovation in Medical Technology

arenaflex is a leading force in the medical device industry, dedicated to delivering cutting‑edge solutions that improve patient outcomes and streamline clinical workflows. With a global footprint and a reputation for excellence, arenaflex combines deep technical expertise with a compassionate approach to healthcare support. Our mission is to empower clinicians, pharmacists, and healthcare facilities with reliable, user‑friendly technology, backed by world‑class service. As we continue to expand our product portfolio, we are looking for talented individuals who share our commitment to quality, safety, and customer satisfaction.

Position Overview

We are seeking a highly motivated Remote Customer Support Specialist to join the arenaflex support team on the 2nd shift (Pacific Time). This entry‑level, contract role offers a unique opportunity to work directly with doctors, nurses, pharmacists, and other healthcare professionals, providing first‑line technical assistance for our advanced medical devices. The ideal candidate will have 1‑5 years of technical or customer support experience, a solid understanding of operating system and application logs, and a passion for delivering exceptional service in a fast‑paced, remote environment.

Key Responsibilities

• Answer inbound support calls from healthcare providers (doctors, nurses, pharmacies, etc.) during the 12 pm – 9 pm PST shift, providing courteous and efficient assistance.
• Gather detailed information about the caller’s issue, including device identifiers, facility details, and symptom descriptions.
• Perform initial troubleshooting by reviewing application and OS logs, executing SQL queries, and leveraging internal diagnostic tools.
• Resolve tickets when possible, documenting each step and confirming resolution with the client to ensure satisfaction.
• Escalate complex cases to higher‑tier support specialists, providing clear, concise handoff notes and ensuring seamless continuity of care.
• Maintain accurate records of all interactions in the arenax Support Ticketing System, including client name, contact information, issue description, and resolution status.
• Collaborate with the field implementation team to coordinate device installations, part shipments, and on‑site support when required.
• Participate in daily huddles and shift handovers to keep the team aligned on priorities, open tickets, and emerging trends.
• Continuously update knowledge bases and standard operating procedures based on real‑world experiences and feedback.

Essential Functions & Protocols

• Adhere to arenaflex’s customer support protocols, ensuring compliance with regulatory standards and patient safety guidelines.
• Communicate professionally and enthusiastically, both verbally and in writing, tailoring technical explanations to non‑technical audiences.
• Demonstrate urgency in answering calls, documenting details, and transferring tickets while maintaining a calm demeanor under pressure.
• Organize and prioritize a dynamic caseload, identifying tickets that require escalation and managing them within defined service level agreements (SLAs).
• Utilize internal support applications (arenax Portal, ServiceNow, etc.) to log activities, share updates, and collaborate with cross‑functional teams.
• Support logistics operations by coordinating the shipment of replacement parts, consumables, and accessories to customer sites.

Technical Skills & Knowledge

The role requires a solid foundation in a variety of technical domains. Candidates should be comfortable working with the following technologies:

• Database Management: SQL Server (2008/2012) – ability to write SELECT, JOIN, and aggregate queries; experience with SSIS jobs and SQL Reporting Services.
• Operating Systems: Windows Server 2008/2012, Windows 7 – familiarity with services, IIS, performance counters, and basic troubleshooting.
• Networking Fundamentals: DNS, DHCP, LAN/WAN, TCP/IP ports, Telnet, and basic network topology concepts.
• Security & Directory Services: Active Directory basics, group policy understanding, and permission management.
• Virtualization: Exposure to VMware environments (minimum 1 year preferred).
• Log Analysis: Ability to interpret application logs, OS event logs, and XML files to diagnose device or software issues.
• Hardware Insight: General knowledge of medical device hardware components and the ability to troubleshoot connectivity problems.

Soft Skills & Personal Attributes

• Excellent written and verbal communication skills, with the ability to translate complex technical concepts into clear, actionable guidance for clinicians.
• Strong time‑management and multitasking abilities, enabling efficient handling of multiple concurrent tickets.
• High attention to detail and meticulous documentation habits.
• Empathy and active listening—key to building trust with healthcare professionals under stress.
• Team‑oriented mindset, willing to collaborate with engineers, field technicians, and product managers.
• Self‑motivation and a proactive work ethic, especially important in a remote, home‑office setting.
• Adaptability to rapidly changing priorities and the ability to thrive in a high‑pressure environment.

Qualifications – Required & Preferred

Required

• 1‑5 years of technical or customer support experience, preferably in a healthcare or medical device context.
• Demonstrated ability to review and interpret OS and application logs.
• Proficiency with SQL queries and basic database troubleshooting.
• Strong customer service orientation, both written and verbal.
• U.S. citizenship or Green Card holder (required for W‑2 contract eligibility).
• Reliable high‑speed internet connection and a dedicated home office workspace.

Preferred

• Prior experience supporting medical devices, electronic health record (EHR) systems, or clinical software.
• Familiarity with ticketing platforms such as ServiceNow, Zendesk, or arenax.
• Exposure to VMware, Active Directory, or Windows Server administration.
• Certification in CompTIA A+, Network+, or similar technical credentials.
• Experience working night shifts or in a 24/7 support environment.

Career Growth & Learning Opportunities

arenaflex is committed to the professional development of its support staff. In this role, you will have access to:

• Structured onboarding and mentorship from senior technical support engineers.
• Continuous training on emerging medical device technologies, regulatory updates, and advanced troubleshooting techniques.
• Opportunities to transition into higher‑tier support, product specialist, or field service engineering positions after demonstrating competence and leadership.
• Participation in internal knowledge‑sharing forums, webinars, and cross‑departmental projects.
• Support for certifications and tuition reimbursement for relevant coursework.

Work Environment & Culture at arenaflex

At arenaflex, we foster a collaborative, inclusive, and patient‑centric culture. Even though this position is remote, you will be an integral part of a vibrant team that values:

• Innovation: Encouraging creative problem‑solving and continuous improvement.
• Integrity: Upholding the highest standards of ethical conduct, especially when dealing with patient safety.
• Respect: Valuing diverse perspectives and promoting a supportive atmosphere.
• Work‑Life Balance: Offering flexible scheduling within the 2nd‑shift window and respecting personal time.
• Recognition: Regular acknowledgment of outstanding performance through awards, bonuses, and career advancement.

Compensation, Benefits & Perks

While specific salary details are determined based on experience and market rates, arenaflex offers a competitive compensation package that includes:

• Hourly wage commensurate with expertise, plus shift differential for evening hours.
• Comprehensive health, dental, and vision insurance options.
• Retirement savings plan with employer matching contributions.
• Paid time off, holidays, and sick leave.
• Remote‑work stipend covering equipment, internet, and ergonomic accessories.
• Employee assistance program (EAP) for personal and professional support.
• Opportunities for performance‑based bonuses and annual salary reviews.

How to Apply

If you are ready to join a forward‑thinking organization that places patients and technology at the heart of its mission, we encourage you to submit your application today. Click the link below to start the process, and be prepared to showcase your technical acumen, customer‑service passion, and commitment to excellence.

Apply Now – arenaflex Customer Support Specialist (Remote, 2nd Shift)

Join arenaflex – Make a Difference Every Day

At arenaflex, your work directly impacts the quality of care delivered in hospitals, clinics, and pharmacies worldwide. By providing reliable support to healthcare professionals, you help ensure that life‑saving devices operate flawlessly when they are needed most. Become part of a team that values expertise, compassion, and continuous growth. We look forward to welcoming you aboard.