Senior Customer Solutions Specialist (1089)

Founded in 2016, Katalon is the leading provider of a modern, comprehensive quality management platform. Katalon Platform enables quality assurance, DevOps, and software teams of any size to deliver world-class customer experiences faster, easier, and more efficiently.

Since its first launch, Katalon has experienced tremendous growth, serving more than 30,000 teams around the globe, many of which are in the Fortune Global 500, such as PwC, KPMG, Abbott, etc. Katalon is recognized as a top automation tool by prestigious review sites, such as G2, Gartner, Capterra, and IT Central Station. 

ABOUT THE ROLE

We’re looking for a technically skilled and customer-obsessed Senior Customer Solutions Specialist to join our growing Self-Serve & Growth Marketing team. You’ll be the first technical touchpoint for users in our self-serve journey—resolving complex issues, enabling technical success, and accelerating purchase decisions. This role requires prior experience supporting a technical SaaS product, and familiarity with automation, scripting, or QA concepts is strongly preferred.

This role sits at the intersection of marketing, sales, customer success, and product. You’ll support many users through email, video calls, and other channels—delivering fast, high-quality help that removes friction and drives product adoption.

You’ll also serve as the voice of the customer—capturing insights, identifying patterns, and collaborating with internal teams to continuously improve the self-serve experience.

If you love helping others, are excited about SaaS, and want to play a key role in shaping the future of self-serve at a fast-growing company, we’d love to meet you.

WHY YOU WILL LOVE THIS ROLE

• Help remove friction for high-intent users and enable their path to purchase.
• Use your technical expertise to directly impact revenue in a fast-paced, high-ownership role.
• Be part of an innovative, fast-growing company transforming how teams build quality software.
• Join a supportive, collaborative culture where your voice directly impacts product and customer experience.
• Grow your skills at the intersection of marketing, customer success, sales, and product.
• Enjoy flexibility, autonomy, and the chance to make a big impact from Day 1.

WHAT YOU WILL DO

1. Technical User Support

• Diagnose and resolve advanced technical issues that impact a user’s ability to adopt and convert.
• Provide consultative guidance on integrations, configuration, and platform capabilities.
• Proactively identify blockers in the user journey and deliver expert-level support that drives decision-making.
• Act as the technical expert during high-value trial conversations—partnering with marketing and sales to qualify opportunities and accelerate purchase.

2. Customer Engagement

• Be the primary point of contact for inbound user inquiries through email, video calls, and other platforms. 
• Help users navigate technical setup, configuration, and advanced troubleshooting during the self-serve journey.
• Understand user goals and challenges through discovery and provide tailored, actionable guidance.
• Encourage users to take the next step, whether it’s a self-serve purchase or connecting with the sales team.

3. Cross-Functional Collaboration & Knowledge Sharing

• Collaborate with Product and Engineering teams to escalate and resolve technical product issues impacting user conversion.
• Document recurring friction points and work with internal stakeholders to propose and drive forward improvements. 
• Participate in team meetings and working sessions to bring the customer’s voice into decision-making.

• Work with content owners to create and update content and knowledge base information that empowers users to self-serve.

4. Tracking & Reporting

• Be a driving force for helping to achieve self-serve revenue goals. 
• Monitor and report on key engagement metrics like response time, satisfaction scores, and conversion rates.
• Use data to evaluate success and identify areas for process improvement.

Required Skills & Experience

• Excellent written and verbal communication skills in English.
• Flexibility to work across global time zones with customers and teammates. 
• Strong customer-first mindset with a passion for helping others.
• Experience in a customer-facing role (e.g., customer success, technical support, consultative sales, or onboarding).
• Ability to quickly learn and explain software features and technical concepts.
• Comfortable juggling multiple conversations and priorities in a fast-paced environment.
• Strong problem-solving skills, attention to detail, and willingness to ask questions.
• Openness to feedback and a desire to grow personally and professionally.

Bonus Points (Preferred, Not Required)

• Experience working with technical users and resolving platform or code-level issues.
• Ability to troubleshoot automation frameworks, test scripts, or integrations.
• Hands-on experience with tools like Katalon, Selenium, Postman, or similar QA/automation platforms.
• Familiarity with SaaS or self-serve business models.
• Experience in semi-assisted customer success or consultative sales roles.
• Proficiency in developing and presenting educational content.
• An analytical mindset to interpret customer data and improve engagement strategies.

At Katalon, we bring together self-starting, open-minded, and talented people while actively promoting a transparent and growth-enabling working environment. But don’t just take our word for it. Take a better look below!

• Competitive Pay & Bonuses: We believe in rewarding great work! You'll receive an attractive salary package plus performance bonuses to help you meet your financial goals.
• Your Health & Happiness Matter: Take care of yourself with our comprehensive health coverage, flexible work options, and generous time off. We understand that life happens outside of work too!
• Location-Tailored Benefits: Enjoy a complete benefits package designed specifically for your country, giving you the best coverage where you live.
• Everything You Need to Succeed: Work with top-of-the-line equipment and enjoy modern facilities, plus helpful allowances to support your work setup.
• A Place Where You Belong: Join our worldwide family where we celebrate what makes each of us unique. Here, everyone has a voice and equal opportunities to shine.
• Room to Grow & Thrive: Your success is our success! We foster a trust-based culture where you can develop your skills, take on new challenges, and be recognized for your achievements.

Katalon is proud to be an equal-opportunity employer. We care about our people and celebrate our differences. We want to work with talented, collaborative, and innovative people. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other characteristics protected by law.