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, i

📌 Customer Support Engineer (Colombia)
🏢 Novemberkiloecho
📍 Colombia