[Hiring] Technical Support / Helpdesk Specialist @Kontakt

Role Description

You’ll be the first line of help for our hospital and enterprise customers—owning ticket triage, rapid troubleshooting, and clear communication that restores service fast. This is a remote, customer-facing role focused on L1/L2 support quality, knowledge-centered documentation, and crisp escalations to Engineering when needed.

• Own front-line support via Zendesk/email/phone—respond fast, meet SLAs, and keep customers informed.
• Triage and resolve L1/L2 issues across web apps, devices, and integrations; capture logs and write clear updates.
• Escalate to Engineering with crisp repro steps and environment details; drive issues to verified closure.
• Keep the knowledge base current—articles, macros, and runbooks that boost self-service.
• Track queue health (backlog, reopen rate, CSAT), spot trends, and coordinate with Ops on RMAs when needed.
• Participate in a light rotation for priority incident coverage during business hours and after-hours escalation.

Qualifications

• 2–4+ years in Technical Support / Helpdesk (L1/L2) for B2B software/SaaS or enterprise platforms.
• Hands-on experience with ticketing systems (Zendesk/Jira Service Management) and remote diagnostics tools.
• Proven SLA ownership: prioritization, escalation, and clear written customer updates.
• Comfortable working fully remote and independently; reliable coverage of US business hours.
• Awareness of privacy/security in healthcare settings; sound judgment handling sensitive operational data.
• Exposure to BLE/RTLS/IoT and healthcare IT environments (facilities/biomed/IT).
• Basic scripting (Python/Bash) or SQL for troubleshooting and data pulls.
• Ability to read logs and leverage dashboards to validate fixes and confirm service health.

Benefits

• 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.

Nice to haves

• Experience with SSO/IdPs (Okta/Azure AD), APIs/Postman, and webhook troubleshooting.
• Familiarity with monitoring/logging tools (e.g., Grafana, Kibana) and ITIL/KCS practices.