Customer Support Engineer

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Position Overview:

We are looking for an exceptional Customer Support Engineer to join our team. Your day to day will be a mix of reactive and proactive work while directly liasoning with our customers. Your goal will be to ensure every customer interaction ends with them mastering a part of our product they didn’t understand before. If you are an empathetic and patient communicator that loves to be the first to review and fix technical problems, you’re perfect for this role. 


What You’ll Do:

  • Own and operate our support system, working closely with the Success team to diagnose and troubleshoot real-time issues
  • Document, organize, and prioritize frontline bugs, user experience feedback, and feature requests for our cross-functional team meetings
  • Assist in the drafting of customer-facing technical documentation
  • Work cross-functionally with Engineering, Product, and Success to resolve and understand the impact of incoming issues, and communicate properly to our customers
  • Assist the Success and Sales team in onboarding new customers and team members


What You’ll Need: 

  • 2+ years of hands-on experience working directly with customers
  • A knack for troubleshooting issues in a web-based environment
  • Familiarity with monitoring tools commonly used by engineering teams (we use Sentry and Datadog)
  • Ability to triage and organize requests from multiple teams
  • Experience with Intercom, Salesforce, Segment, Mixpanel, and other data warehouses
  • Exceptional oral and written communication skills
  • Intellectual curiosity - you’re constantly looking to learn! - coupled with a passion for creative, strategic problem-solving
  • Experience with Ruby on Rails, Javascript frameworks, relational databases or Salesforce API is a big plus


Why You’ll Love Working Here!

  • Highly competitive compensation package, including equity - everyone has a stake in our growth
  • Comprehensive benefits, including 100% paid medical insurance coverage for you, your partner, and your dependents
  • Unlimited vacation policy, encouraging you to take the time you need - we trust you to strike the right work/life balance
  • Personal Seamless account, to be used for free daily lunches; catered team lunches twice per week 
  • Monthly team-building events (including game nights - Super Smash Brothers and Team Fortress 2, anyone?, trivia, and more!)


Catalyst is an equal opportunity employer, meaning that we do not discriminate based upon race, religion, national origin, gender identity, age, sexual orientation, or any other protected class. We believe that diversity is more than just good intentions, and we are committed to creating an inclusive environment for all employees.


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Location

Catalyst's office is conveniently located in the heart of Chelsea. However, we also believe that the future of work is distributed, and we provide employees with the flexibility to work from wherever they are most comfortable (within either the US or Canada).

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