Customer Technical Support Enigneer

Kontakt.io provides real-time IoT and AI platforms used in leading US hospital networks, supporting hospital and health system customers.

• 2–4+ years in Technical Support or Helpdesk (L1/L2) for B2B SaaS or hardware platforms.
• Customer-centric approach.
• Strong communication skills with end users and engineers.
• Experience with Zendesk or equivalent and remote diagnostics.
• Basic scripting skills (Python/Bash) and ability to read logs and dashboards.
• Basic knowledge of PostgreSQL.
• Active user of AI tools (ChatGPT, Claude, Copilot, or equivalent).
• Experience with SSO, REST APIs, Postman, or webhook troubleshooting.
• Willingness to participate in a 24/7 on-call rotation for priority incidents.
• Willingness to travel occasionally within Europe.
• Strong written and verbal English skills.

Nice to have:

• Exposure to BLE, RTLS, or IoT environments.
• Familiarity with Grafana or similar monitoring tools.
• Familiarity with Keycloak.
• HIPAA awareness in software/data contexts.

Customer relationships & resolution:

• Be the trusted point of contact for hospital customers, owning issues end-to-end from first contact to verified fix.

Troubleshooting & diagnostics:

• Root-cause failures across BLE/RTLS devices, Kontakt.io cloud platform, and hospital integrations.
• Read logs, use dashboards, form hypotheses, and test them.

Knowledge & continuous improvement:

• Turn solved problems into reusable knowledge such as runbooks, articles, and macros.
• Use AI tools to work faster, document better, and spot patterns.

Engineering collaboration:

• Escalate with precise repro steps and clean environment details.
• Drive issues to closure and provide feedback to product and engineering teams.

Additional tasks:

• Own inbound tickets via Zendesk and email, respond fast, meet SLAs, and keep customers informed.
• Triage and resolve L1/L2 issues across web apps, devices, and integrations.
• Provide real-time remote support during on-site customer deployments.
• Maintain knowledge base articles and runbooks.
• Support shift handoffs with accurate open-item status.
• Coordinate RMAs and hardware replacements with Operations.
• Participate in a 24/7 on-call rotation for priority incidents.
• Travel occasionally to EU customer sites for deployments and troubleshooting.

Only candidates willing to participate in a 24/7 on-call rotation and occasional travel within Europe are considered.