Customer Technical Support Engineer

Kontakt.io provides IoT and AI platform solutions used in leading US hospital networks, supporting hospital and health system customers with real-time deployments and integrations.

• 2–4+ years in Technical Support or Helpdesk (L1/L2) for B2B SaaS or hardware platforms
• Highly customer-centric with care for the person beyond the ticket
• Strong communicator: clear and empathetic with end users, precise and concise with engineers
• Hands-on experience with Zendesk or equivalent; comfortable with remote diagnostics
• Basic scripting skills in Python/Bash and ability to read logs and dashboards
• Basic knowledge of databases, specifically PostgreSQL
• Active user of AI tools in daily work (e.g., ChatGPT, Claude, Copilot)
• Experience with SSO/IdP, REST APIs, Postman, or webhook troubleshooting
• Willingness to participate in a 24/7 on-call rotation for critical healthcare infrastructure support
• Willingness to occasionally travel within Europe for customer deployments and on-site support
• 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
• Awareness of HIPAA in software/data contexts

• Own inbound tickets via Zendesk, email — respond quickly, meet SLAs, and keep customers informed
• Triage and resolve L1/L2 issues across web apps, devices, and integrations
• Write clear escalations with logs and reproduction steps; track issues to verified closure
• Provide real-time remote support to Professional Services team during on-site customer deployments, troubleshooting network, configuration, and device issues
• Maintain knowledge base articles and runbooks that reduce repeat tickets
• Use AI tools actively to accelerate troubleshooting, drafting, and documentation
• Support shift handoffs with accurate open-item status
• Coordinate RMAs and hardware replacements with Operations when needed
• Participate in a 24/7 on-call rotation for priority incidents outside business hours
• Travel occasionally to EU customer sites to support deployments, go-lives, and on-site troubleshooting

Data controller is Kontakt Micro-Location Sp. z o.o. Personal data processed for recruitment, with rights to access, rectification, erasure, objection, and data portability. Provision of some data is mandatory under Labour Code; refusal may prevent recruitment. Consent-based processing applies for additional data. Data processed until recruitment completion or consent withdrawal. Recipient includes Just Join IT service and other related entities.