Customer Success Engineer at Catena Clearing in Remote

The Short Version

We normalize real-time telematics and execution data from millions of devices across trucks and trailers including 200+ providers into a single API. Our customers are directly or indirectly enterprise TMS platforms, brokerages, and large carriers who put us at the center of how freight moves.

We are hiring a Customer Success Engineer to be the technical backbone of our customer relationships. You will be the person customers turn to when an integration breaks, a webhook stops firing, or data doesn’t look right, and the person who makes sure those problems get diagnosed and fixed fast. This is a primarily customer-facing role, but one that demands real engineering chops: you’ll read code, write code, trace data flows, and resolve issues end-to-end. It’s a hands-on, high-impact role at a startup where you’ll work shoulder-to-shoulder with our product and engineering teams with leadership visibility.

This Role is For You If:

• You can move fluidly between a video call with a customer’s engineering lead and your IDE: reproducing their issue, reading their payloads, and shipping a fix or a script that unblocks them
• You genuinely write code. You can script against an API, parse logs, debug a failing integration, and build small tools that make customers (and your team) faster leveraging AI in the process
• You’re energized by being the technical face of the company and working with existing customers: turning a frustrated customer into a confident one by actually solving the problem in front of them
• You thrive in fast-moving environments where the playbook is still being written and you’re excited to help write it

What You'll Do

**Customer-Facing Technical Ownership**
- Serve as the primary technical point of contact for an assigned book of accounts, owning their integration health from go-live through their entire journey
- Run technical onboarding and integration support: API keys, webhooks, third-party connections, guiding customer engineers from kickoff through production
- Lead technical discovery and solutioning calls, translating customer use cases into concrete integration patterns against our platform
- Conduct technical reviews and check-ins that build trust, surface risk early, and uncover opportunities to deepen adoption
- Works alongside Forward Deployed Engineering (FDE), with a clear division of ownership: FDE embeds with strategic accounts or prospects to architect and build custom integrations, while the CSE owns scaled onboarding, ongoing integration health, and day-to-day troubleshooting across a broader book, becoming the durable technical owner once an FDE build hands off

    **Diagnose & Fix**
    - Reproduce, diagnose, and resolve technical issues across API integrations, webhook configurations, and data flows. You will own them until resolution rather than just routing tickets
    - Write diagnostic code and documented workarounds; route bespoke, customer-maintained builds to FDE
    - Dig into logs, payloads, and our own systems to root-cause problems; write code, queries, and scripts to investigate and remediate
    - Build internal tooling, diagnostic scripts, and reusable solutions that scale your impact across the customer base (leveraging AI skills, code where applicable)
    - Act as the bridge to engineering on deeper escalations, framing the issue precisely, with reproduction steps and data, so fixes ship faster

        **Voice of the Customer**
        - Feed structured technical feedback to Product and Engineering, influencing roadmap, API design, and documentation based on what you see in the field
        - Build and improve technical onboarding materials, runbooks, and customer-facing documentation to scale the function
        - Partner with the CS team on renewals and expansion by ensuring customers are technically successful and getting lasting value

Who Fits This Role

**Required**
- **3+ years in a technical, customer-facing role:** Customer Success Engineer, Solutions Engineer, Sales/Support Engineer, Implementation Engineer, or similar. Ideally at an API-first or developer-focused SaaS company
- Ability to code. You can read and write in at least one language (e.g., Python, JavaScript/Node, or similar), script against REST APIs, parse JSON, and debug integration issues hands-on
- **Strong working knowledge of APIs and webhooks**. You can read API documentation, test endpoints, trace data flows, and independently resolve most integration problems
- **Excellent written and verbal communication**: you can explain a technical root cause to both a customer’s engineer and their non-technical business owner
- Highly organized and self-directed; comfortable owning multiple technical accounts in a fast-moving startup environment
- **Genuine curiosity about customers’ systems** and a drive to solve hard problems end-to-end

    **Nice to Have**
    - Experience with tools like Postman, Zapier, or similar integration and API-testing platforms
    - Familiarity with reading production logs, observability tools, or writing SQL
    - Experience building technical onboarding programs or developer-facing documentation from scratch
    - Familiarity with CRM or support tooling (HubSpot, Salesforce, or similar)
    - Knowledge of supply chain, freight, logistics, or telematics data: a genuine plus, but curiosity about the domain matters far more than prior exposure

Fully Remote and open to all U.S. locations. However, we do have a strong preference for candidates located in Chicago, New York, Charlotte, or Nashville.

Why Catena? Why Now?

- Early-stage startup: high ownership, real impact, and a seat at the table
- Work directly with leadership and have your voice heard on product and API direction
- Be the technical authority customers rely on and help build the Customer Success Engineering function from the ground up
- Remote-friendly environment

    Catena has raised $8.25M from Shaper Capital, Floating Point, Plug and Play, Liquid 2, and leading industry angels. Customers are already using us in production including modern TMS platforms (Mastery, Optym), large brokerages, and mid-to-large direct carriers operating 100–1,000+ trucks. Many of them are also investors.

    **Compensation:** Competitive salary, full benefits, equity and 401k match.

    US only, no sponsorship available. Occasional travel for team offsites and occasional customer on-sites.