[Hiring] Customer Support Engineer @qatium

Salary: 35K - 45K EUR

Remote 100%

30H / Week

Qatium is an easy-to-use water management platform for utilities of all sizes. We have roots in Valencia and a presence around the world.

Our SaaS solution gives operations & planning teams full visibility to run their water networks effortlessly in an open, digital environment. The objective: make the best use of a scarce and vital resource, water.

Our product is a SaaS solution created to analyze water distribution networks and help operators optimize their network performance. The objective: make the best use of a scarce and vital resource, water.

Up to 50% of clean water may get lost before it reaches the tap. Qatium’s mission is to create tools that can help in making the management of water infrastructure more efficient.

We are 100% remote and work 30h per week. Sounds good? Keep reading 👇

We have no choice but to innovate

Qatium is competing face to face against heavy desktop applications, but as a web application.

In order to succeed, we have to use the resources provided by the browser to their full potential. Also, most of the app’s logic runs in the browser: there is no backend.

We’re building a completely new product, building the tools and frameworks that make Qatium possible. 

We apply high quality engineering

Qatium is not a simple CRUD. You will face complex problems related to hydraulic simulation, handling GIS data and real-time graphical representation among others. Qatium is able to ingest and transform data from hundreds of sensors in real time.

Qatium needs to convey a lot of information simultaneously

We are building a single software package for users with different expertise levels inside the water industry. All of this, built over an interactive map. We learn from our users to provide them with the information they find more useful at every moment in time.

We are continuously discovering our path

Being a new product, our future is yet to be built. We have the responsibility of transforming our product vision into software that is useful for our users, relying on their feedback.

We participate in the whole product cycle

We are organized as a single autonomous product team, including people with different backgrounds and expertise levels.

First Month

You will meet and work with all your teammates. You will be assigned a buddy who will help you in your onboarding, finding answers to all these questions: What does each colleague do? Where can I find useful documentation? What is the support process like?...

Third Month

You will be fully familiar with the work methodology and culture! Also, you will have a comprehensive understanding of the organization's objectives and the strategies to be followed to achieve them.

The application won’t have any secrets for you and will be able to answer internal and external queries about Qatium functionalities, and that will be part of your daily responsibilities.

Sixth Month

You will be able to create new processes and improve existing ones (in tight collaboration with the success and product teams), being responsible for their design and implementation.

You will clearly understand all product and functional requirements and how they interact with other tech stack components.

Schedule

Our product team works 30 hours per week, distributed in 6 hours per day, from Monday to Friday. Usually from 8:00h to 14:00h, aligned in the CET/CEST timezone (UTC+1/UTC+2).

Professional growth

We take care of our employees. We know that keeping updated is very important for our team and it is also essential in order to continue creating the best product possible. For this reason:

• We organize study groups to learn together about different topics, which will allow us to improve our product.

• You will have a learning budget at your disposal which can be used to purchase books, course materials, attend conferences, etc.

• We have a mentoring program available to help you grow in your career.

We have a clear ladder with levels and each level has a specific salary. For this vacancy we are looking for people with solid experience, so, will be aligned with the top levels of the ladder. There are several salary steps determined by each team member’s impact on the product and the team. Take a look at our hiring section in our handbook.

Salary levels for this vacancy for 30 hours per week, equivalent to 40 hours in parentheses, are:

• 35.000€ (equivalent to 47.000 € for 40 hours per week)

• 40.000€ (equivalent to 53.000 € for 40 hours per week)

• 45.000€ (equivalent to 60.000 € for 40 hours per week)

Qatium's level is based on impact within the organization. If you are curious, you can find our progression framework.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

Our recruitment process is designed to be quick and transparent. We want our candidates to be 100% sure of joining Qatium and for this reason we believe in transparency.

After the CV screening, if your profile matches our requirements, you will have a first interview with the People Operations team (30 minutes).  Once that one is done and if continuing the process, you will have another interview to meet the team (1 hour). We like to make them in pairs to present the Qatium mission, how we work, tell you our challenges and check the candidate experience and expectations.

You can see all the details in the recruitment process section in our handbook.

Our customer success team members are passionate about serving others, client-focused, and dedicated to helping all users succeed. As a Customer Support Engineer, you will be the first line of support for our clients. In this role you will work closely with our success and dev teams to quickly and efficiently identify, solve, or properly direct our clients' questions and concerns.

• Ensure customer tickets are addressed and resolved in a timely manner

• Proactively engage with users having issues, and keep them informed of the development of solutions should those lengthen

• Resolve customer requests and support issues via inbound call, outbound follow-ups, email, and/or chat

• Triage issues detected from application usage

• Diagnostic issues and find workarounds if possible

• Engage with the development team to escalate bugs, problems, or missing information

• Identify, resolve, and or escalate risks that may impact the business to the success team

• Maintain documentation in troubleshooting or Help Center articles

• Provide product and customer experience feedback to the product team

• Assist in the development of new processes, process documentation, training, and client communications to improve the support process along the customer journeys (onboarding, training, escalation, etc)

• Participate in technical discussions with multi-functional teams

• Help establish internal SLAs

• You provide guidance and best practice advice while answering product and developer oriented questions relating to our APIs, Frameworks, and SDKs (key in the near future)

• At least 3 years of relevant work experience

• You have experience working in Start-up environments, or highly complex technical product companies.

• You must be fluent in written and spoken English and Spanish, German is a plus

• Passion for helping people

• Good communication skills, writing and speaking.

• Driven to grow and take on new responsibilities.

• True team player. Good interpersonal skills and ability to work in a team of diverse skills

• Strong attention to detail, organization skills, with an ability to stay focused on assigned tasks.

• Ability to learn and work effectively in a virtual environment

• A quick thinker and a fast learner with the ability to work in a rapidly changing environment

• Knowledge of monitoring and observability best practices and ability to suggest improvements in this topic to development teams

• Able to understand scripts and code, to run internal scripts for support tasks.

• You must be willing to work remotely

At this time, we are only able to provide official employment status to residents of Spain. All other candidates join our team as a part-time or full-time independent contractor and are responsible for paying any taxes or fees where they reside.

We encourage all qualified candidates, regardless of whether they meet every listed requirement, to apply for this position. If you are passionate about helping create tools to make the best use of water, and you believe you can make a meaningful contribution to our team, we want to hear from you. We are committed to providing equal opportunities for all applicants and welcome individuals from diverse backgrounds.