We’re hiring a Customer Support Engineer to be on the front line when customers need technical help.

You’ll own inbound technical issues from first response through resolution: investigating API behavior, tracing webhooks and data flows, inspecting logs and payloads, reproducing problems, and either fixing the issue yourself or escalating it to Engineering with everything needed to move quickly.

This is not a traditional support role where your job is to route tickets. We’re looking for someone technical, curious, and comfortable getting hands-on. You should be equally at home writing a clear customer response, testing an API endpoint, digging through logs, and working with an engineer to understand why something broke.

You’ll work closely with our Customer Success, Product, and Engineering teams and help us build a support function that gets faster and more scalable as Catena grows.

This Role is For You If:

- You enjoy debugging. When someone says “the data looks wrong” or “the webhook stopped firing,” your instinct is to start narrowing down what happened.
- You know how to investigate technical issues independently: inspecting requests and responses, reading JSON, testing APIs, checking logs, and tracing data through a system.
- You communicate clearly under pressure. You can keep a customer informed even when the answer isn’t obvious yet, and translate technical findings into language that makes sense for the audience.
- You take ownership. You don’t consider a ticket done because you handed it to another team; you stay close to the problem until the customer has an answer.
- You notice patterns. Solving one customer’s issue is good; improving the documentation, tooling, or product so the next customer never has that issue is better.
- You thrive in a startup where the support playbook is still being built and you want to help build it.

What you’ll do:

- Be a primary responder for inbound customer technical questions and issues across Catena’s APIs, webhooks, integrations, and data.
- Triage incoming requests quickly, determine severity and scope, and drive each issue toward resolution.
- Communicate clearly and proactively with customers throughout an investigation, setting expectations and making sure they always know what is happening next.
- Own issues end-to-end rather than simply routing them to Product or Engineering.
- Reproduce customer-reported issues using API requests, payloads, logs, account configuration, and other diagnostic data.
- Debug API errors, webhook failures, authentication and configuration issues, unexpected data, provider-specific behavior, and integration problems.
- Use tools such as Postman, SQL, observability platforms, scripts, and internal tooling to investigate problems.




- Distinguish between customer integration issues, upstream telematics-provider behavior, expected product behavior, data-quality problems, and Catena defects.
- Develop workarounds or lightweight scripts when appropriate to unblock customers quickly.
- Partner closely with Engineering when an issue requires deeper investigation or a product change.
- Turn customer reports into actionable engineering escalations with clear reproduction steps, expected vs. vigente behavior, relevant payloads and logs, scope, severity, and customer impact.
- Stay involved through resolution and make sure technical findings are translated back into a clear customer answer.
- Support incident response by helping assess customer impact and maintaining accurate, timely customer communication.
- Identify recurring issues and turn them into better documentation, runbooks, tooling, alerts, or product improvements.
- Build and maintain internal troubleshooting guides and customer-facing technical documentation.
- Create lightweight scripts and diagnostic tools that reduce investigation time and help the broader Customer Success team solve common problems.
- Help establish support processes, severity definitions, escalation paths, response expectations, and operational metrics as the function grows.
- Bring structured patterns from support conversations back to Product and Engineering so that recurring customer pain gets addressed at the source.

How This Role Works With Customer Success Engineering

Our Customer Success Engineers are the durable technical owners for customer relationships: they lead onboarding, own ongoing integration health across a book of accounts, conduct technical reviews, and help customers deepen their use of our product.

The Customer Support Engineer owns the support motion: responding to incoming technical issues, diagnosing problems quickly, coordinating escalations, and making sure customers get accurate answers and resolutions.

The two roles work closely together. Support Engineers develop deep expertise across the recurring issues and edge cases seen throughout the customer base, while Customer Success Engineers bring the broader context of an individual customer’s architecture, goals, and integration.

What we need:

- 2+ years in a technical support, support engineering, solutions engineering, implementation, or similar customer-facing technical role,



ideally at an API-first, developer-tool, infrastructure, or B2B SaaS company.
- Strong working knowledge of REST APIs, HTTP, webhooks, authentication, and JSON.
- Working knowledge of AWS technologies, including CloudWatch, Lambda, API Gateway, Aurora/RDS (Postgres), SQS, EventBridge.
- Working knowledge of AI coding assistants such as Claude Code, OpenAI Codex, and GitHub Copilot.
- Ability to independently troubleshoot integrations using API-testing tools, logs, browser developer tools, observability platforms, or similar diagnostic resources.
- Working knowledge of Python beyond just writing scripts.
- Familiarity with SQL and querying production data.
- Excellent written communication. A large part of the job is explaining what happened, what we know, what we don’t know yet, and what happens next.
- Strong analytical instincts and a methodical approach to debugging ambiguous problems.
- High ownership and follow-through, with the ability to manage several active issues without losing track of details or customer commitments.
- Comfortable working in a fast-moving startup environment.
- Location requirement: Open strictly to candidates currently residing in Colombia. Must be available to work during US EST business hours to ensure team collaboration.

Nice to-Have:

- Experience supporting APIs, developer platforms, data products, integration platforms, or infrastructure products.
- Familiarity with the AWS CDK (Python flavor).
- Experience with observability and logging tools.
- Experience with support platforms such as HubSpot.
- Experience defining support SLAs, severity levels, escalation procedures, incident communications, or support metrics.
- Experience building internal support tools, scripts, automations, or AI-assisted support workflows.
- Knowledge of freight, supply chain, ELDs, telematics, or transportation technology. Prior industry experience is helpful, but curiosity and the ability to learn the domain quickly matter more.

What Success Looks Like In your first several months, you’ll become someone the team trusts to take an ambiguous customer issue, investigate it independently, communicate clearly, and drive it to the right outcome.

Over time, your impact should show up not only in individual tickets resolved, but in a support operation that gets better: faster diagnosis, cleaner escalations, better documentation, fewer recurring issues, and more problems that Customer Success can resolve without needing Engineering.

Ultimately, customers should feel that when something goes wrong.

Contract Details & Compensation:

- Contract Duration: Indefinite.
- Type of Contract: Independent Contractor.
- Rate: Up to $3.800 USD - $4.000 / month (depending on experience).

📌 Customer Support Engineer (Colombia)
🏢 Novemberkiloecho
📍 Colombia