Company Overview

Catalyst is the world’s most intuitive Customer Success Platform (CSP), and was built by an experienced group of industry leaders. Our software integrates with all of the tools that CS teams are already using to provide one centralized view of customer data. Customer Success Managers can subsequently take the right actions to prevent churn, increase product adoption, and align the entire organization on a unified workflow to manage customers throughout their journey. Catalyst helps organizations turn Customer Success into a company-wide mission. 

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 liaising 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
• Take on initiatives and projects as part of quarterly team goals in an effort to up-level of Support experience (internally and externally). 

What You’ll Need: 

• 2+ years of hands-on experience in a customer-facing support role

• A knack for troubleshooting issues in a web-based environment

• Familiarity with monitoring tools commonly used by engineering teams (we use Sentry and Datadog)
• Experience communicating outages to customers and working with our engineering team to understand the scope of a bug/outage and its impact to our customer base
• Ability to triage and organize requests from multiple teams
• Experience with Zendesk, 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
• Familiarity  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 up to 100% paid medical, dental, & vision insurance coverage for you & your loved ones
• Open vacation policy, encouraging you to take the time you need - we trust you to strike the right work/life balance
• Annual education stipend, to ensure that you're continuously expanding your skill set
• Monthly wellness stipend, to ensure that you’re taking care of both your physical & mental health
• Monthly remote team-building events, including game nights, trivia, cooking/mixology classes, 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.