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.