Customer Support Engineer

Tulip, the leader in frontline operations, is helping companies around the world equip their workforce with connected apps, leading to higher quality work, improved efficiency, and end-to-end traceability across operations. Companies of all sizes and across industries have implemented composable solutions with Tulip’s cloud-native, no-code platform to solve some of the most pressing challenges in operations: error-proofing processes and boosting productivity, capturing and analyzing real-time data, and continuous improvement.

A spinoff out of MIT, Tulip is headquartered in Somerville, MA, with offices in Germany and Hungary. Focused on composable, human-centric solutions for industrial environments, Tulip is disrupting the MES category and has been recognized as a World Economic Forum Global Innovator.

About You:

• You are genuine, humble, and curious
• You are excited about being part of successful start-up and building processes for sustained growth
• You are process oriented, know how to stay organized, and want the autonomy to drive your own work
• You are excited to learn about new and old technologies powering a modern factory
• You are a problem solver at your core with a disciplined approach to investigation, triage, and resolution
• You are comfortable working cross-functionally - with customers from C-Suite to shop floor operators as well as internal Engineering, Product, and Commercial teams
• 3+ years experience as a Tier 3 technical support or as a Software Engineer

What skills do I need? 

• Our tech stack currently consists of React, Redux, NodeJS, Golang, Elixir, Electron, MongoDB, and Postgres
• Experience with Javascript, Mongo, and/or Postgres is considered a plus for this role
• Exceptional communication skills, both written and oral, to help provide concise messaging on technical subject matter
• Collaborative team player who can partner with and manage multiple teams to resolve issues
• Fluent in English

Key Responsibilities:

• Serve as a point of escalation for our frontline Support Engineers requiring additional technical debugging
• Take ownership of higher complexity tickets and provide clear, concise communication on these topics
• Diagnose, troubleshoot, triage, and resolve technical issues, working closely with cross-functional teams as necessary
• Assist with the continuous improvement of internal support processes, tools, and trainings
• Develop a strong voice of customer and provide meaningful and actionable feedback to help influence the growth of the platform

Key Collaborators:

• Customer facing teams: Application Engineering, Customer Solutions, Customer Success
• Software engineering (multiple sub-teams as applicable)
• QA, TPM
• Hardware engineering

Working At Tulip

We know even great candidates experience imposter syndrome. Even if you don’t match every requirement, applying gives you the opportunity to be considered. 

We’re building a strong, diverse team that values hard work, families, and personal well-being. Benefits of working with us include:

• Direct impact on product and culture
• Company equity
• Competitive benefits package including Health, Dental, Vision, Short-term Disability, Long-term Disability, Life Insurance, AD&D Insurance, Flexible Spending Account (FSA), Commuter Benefits, Parental Leave, and 401(K)
• Flexible work schedule and unlimited vacation policy
• Virtual company events and happy hours
• Fitness subsidies

We are an equal opportunity employer. At Tulip, we celebrate all. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Help us build an inclusive community that will transform frontline operations.