Engineering Support Specialist, Team Lead

Description

Who We Are

Catalis is a leading government Software as a Service (SaaS) and integrated payments provider, powering a wide range of government operations at the municipal, county, state, and federal levels. Our innovative solutions are designed to streamline processes, enhance efficiency, and improve the delivery of government services to the public. At Catalis, we are committed to leveraging technology to make government interactions simpler, faster, and more accessible.

Join a dynamic team, focused on helping Municipal Governments “Connect and Simplify Municipal Information to help make data informed decisions.” We are a data and service company with the goal of being an Alberta based technology company recognized across Canada. We are a small team that has seen year-over-year growth and is well positioned to increase our breadth and depth within the niche rural and small urban market, and we are looking for top-talent team members who can help take us to the next level.

What We Offer

Catalis is a fast growing and award-winning technology company that serves small urban and rural municipal governments across Canada. We offer competitive compensation, full paid vacation, and comprehensive health & dental benefits. We focus a lot of energy on professional development, offering free access to unlimited Udemy courses for personal and professional advancement, as we want our employees to ride the wave and grow with our business. We strive to be an example of a successful high-growth technology company in Alberta, and our team members depend on each other to make it happen.

This opportunity is based at Catalis’ office in Old Strathcona (Edmonton, Alberta). Our new office includes an innovative vibe, stand-up desks for all staff, foosball games, an active workplace enrichment committee, fitness challenges, an office dog, lounge areas, and more!

The Opportunity

As an Engineering Support Specialist, Team Lead you will blend hands-on technical expertise with leadership to ensure exceptional service for our municipal government clients. You will lead a team of support specialists, drive operational excellence, and serve as an escalation point for complex technical issues. Your role is critical in maintaining our reputation for "white-glove" service while optimizing team performance and client success.

What You Will Do

Leadership & Team Management:

• Lead, mentor, and coach the Software Support Teams.
• Conduct bi-weekly 1-on-1s, provide feedback, and support professional growth.
• Assist in hiring, onboarding, and training new team members.
• Foster collaboration and a culture of continuous improvement.
  
  

Operational Excellence

• Monitor support queues, tickets, and performance metrics to ensure SLAs/KPIs are met or exceeded.
• Establish, track, and report on team KPIs (e.g., resolution time, customer satisfaction)
• Allocate resources dynamically to address workload surges and high-priority issues.
• Identify and implement process improvements and best practices.
  
  

Technical Expertise & Escalation Management

• Serve as the final point of escalation for complex technical issues involving:
• Ability to Support & Guide the Team for supporting the PWE software products under CMMS, CMS Product Lines.
• Software platforms: All Legacy Website Platforms, Request Management Platforms, CMS products- Ability to work on these and lead the skill development for these for the rest of the Support Team
• Infrastructure: AWS, DNS, email/mail servers, hardware, and IT troubleshooting.
• Collaborate cross-functionally with Engineering, QA, Product, and Customer Success teams to resolve systemic issues.
• Create/maintain internal documentation, knowledge bases, and training materials.
  
  

Client Success & Advocacy

• Act as a "Trusted Advisor" to municipal clients, leveraging expertise in municipal bylaws, and government operations.
• Deliver advanced client training and ensure accurate, up-to-date training content.
• Translate client feedback into product/service enhancements.
• Uphold "white-glove" service standards to turn clients into raving fans.
  
  

Requirements

What you Will Need to Succeed

Technical Proficiency

• Microsoft ecosystem, Jira, and cloud infrastructure (AWS).
• Troubleshooting expertise in DNS, email servers, hardware, and IT infrastructure.
• Familiarity with all municipal software that PWE supports.
  
  

Municipal Expertise

• Deep knowledge of municipal working and how our suite of software is used in their day-to-day operations.
• Understanding of the Rural Municipal Act(s), Bylaws, and operational workflows.
  
  

Leadership & Soft Skills

• Strong mentoring/coaching abilities and conflict-resolution skills.
• Ability to work under pressure, prioritize tasks, and manage resources.
• Exceptional communication (written/verbal) and interpersonal skills.
• Empathetic customer approach with a proactive problem-solving mindset.
  
  

Preferred Qualifications

• College/university degree in Business, IT, or related field.
• Experience in rural municipal government or adjacent sectors.
  
  

Catalis is committed to building and promoting a diverse workforce and celebrates the unique qualities that individuals of various backgrounds and experiences offer. As an equal employment opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, and other protected status as required by applicable law.