Customer Technical Support Engineer

Kontakt.io offers hospitals an advanced care delivery operations platform that uses intelligent data analysis to deliver actionable insights predictions and AI-driven recommendations. By holistically assessing various operational factors we empower hospitals to:

• Optimize resource allocation

• Swiftly adapt to changing patient flow and demand

• Enhance overall operational efficiency

• Improve care coordination and delivery

Our growth trajectory over the past 24 months has been exceptional:

• Team expansion from 70 to 130 professionals

• Quadrupled Annual Recurring Revenue (ARR)

• Maintained strong capital efficiency

Now with a $47.5 million investment from Goldman Sachs we’re entering an exciting new growth phase aiming to surpass $100M+ ARR. As part of this mission we are seeking talented individuals to help accelerate our impact and growth in the healthcare sector.

We’re looking for a Customer Technical Support Engineer who will play a key role in enhancing customer success and satisfaction. You will serve as a crucial link between our clients sales and engineering teams leveraging your technical expertise to ensure smooth implementation and continuous support.

Responsibilities

• Deliver exceptional support experiences promptly resolving customer issues and inquiries.

• Provide technical analysis and troubleshooting across hardware software and APIs via Zendesk phone email and Zoom.

• Proactively conduct training sessions helping clients maximize the benefits of our platform.

• Maintain detailed documentation and deliver regular status updates to stakeholders.

• Adhere to SLAs ensuring high responsiveness and a focus on customer satisfaction.

• Identify record and escalate issues collaborating with team members (e.g. Engineering) to drive resolutions.

• Execute standard processes comply with escalation protocols and contribute to continuous improvement initiatives.

What You Bring

• Experience : Minimum of 3 years in technical customer support with a solid background in troubleshooting hardware software and system performance.

• Technical Proficiency : Understanding of API integrations basic programming skills (Python or other scripting languages) and experience with BLE or RTLS technologies is a plus.

• Communication : Strong written and verbal communication skills with an ability to simplify complex concepts for non-technical audiences.

• Problem-solving : Analytical mindset and a creative approach to challenges with an ability to prioritize tasks effectively.

• Autonomy : Proven track record of success working independently especially in remote or distributed teams.

Preferred Skills

• Hands-on experience creating user guides and technical documentation.

• Familiarity with location-based services.

• Ability to manage multiple tasks simultaneously in a fast-paced environment.

• Resilience and adaptability with a drive to achieve and excel.

What We Offer

• A fast-paced dynamic startup environment with a flat organizational structure.

• Competitive compensation including a base salary and an Employee Stock Option Plan (ESOP).

• Flexible work arrangements.

• Access to cutting-edge IoT technology and a collaborative expert-driven team.

• Additional perks: comprehensive health insurance.