Customer Technical Solution Engineer

Kontakt.io develops intelligent software combining proprietary hardware, AI-powered intelligence, and deep integrations with hospital systems to create real-time understanding of hospital operations, enabling improved patient care. The company is backed by Goldman Sachs and serves leading health systems such as HCA Healthcare and Cleveland Clinic, focusing on healthcare operations.

• 5+ years in customer-facing technical roles supporting enterprise B2B customers.
• Hands-on knowledge of enterprise networking: VLANs, DHCP, DNS, firewall rules, Cisco, Aruba wireless infrastructure.
• Ability to diagnose network issues affecting IoT and hardware devices.
• Experience leading technical conversations with hospital IT stakeholders.
• Proficient with Zendesk or equivalent ticketing systems and SLA ownership.
• Basic scripting skills in Python and Bash, ability to read logs and dashboards.
• Active user of AI tools (e.g., Claude, Copilot, ChatGPT).
• Willingness to participate in 24/7 on-call rotation.
• Open to occasional travel within Europe.
• Strong written and verbal English skills.

Nice to have:

• Experience with BLE, RTLS, or IoT device deployments in healthcare or enterprise.
• Familiarity with SSO/IdP (Okta, Azure AD), REST APIs, Postman, webhook troubleshooting.
• Exposure to monitoring tools such as Grafana or Kibana.
• Awareness of HIPAA in software and data contexts.

Customer technical ownership:

• Be the main technical contact for assigned customers, understanding their environments and communicating confidently.

Network & infrastructure troubleshooting:

• Diagnose network configuration failures such as VLANs, DHCP, DNS, firewall rules, and wireless infrastructure.

Deployment & field support:

• Provide remote technical support to Professional Services during on-site deployments; occasionally travel on-site.

Knowledge & continuous improvement:

• Create runbooks, articles, and escalation templates based on solved problems, leveraging AI tools.

Engineering collaboration:

• Escalate issues with clear repro steps, network diagrams, and logs; drive issues to closure.

Day to Day Responsibilities:

• Manage inbound tickets via Zendesk, email, and phone.
• Triage and resolve L1/L2/L3 issues related to BLE/RTLS, Kontakt.io platform, and network integrations.
• Work with hospital IT teams to fix infrastructure issues.
• Maintain knowledge base articles and runbooks.
• Participate in 24/7 on-call rotations.
• Travel occasionally to EU sites for deployments and troubleshooting.

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