Customer Technical Support Engineer, Kontakt.io
+ Employee Stock Option Plan
More information about location
Digital building services
Be an early applicant
Digital building services
21-100 employees
Be an early applicant
+ Employee Stock Option Plan
More information about location
21-100 employees
Company mission
To humanise buildings by providing digital building services using live occupancy, environmental & location IoT data.
Role
Who you are
- 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
Desirable
- 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 the job involves
- 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
- 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
Our take
From hospitals to smart offices, Kontakt.io is a tech and digital software company that builds IoT (internet of things) products such as nano tags and smart badges. As a burgeoning and increasingly used industry, Kontakt.io has seen a growing range of products released in the 2020s including the Portal Beam, a cloud-enabled sensor that delivers building insights to its users.
With plenty of applications for its products, Kontakt.io achieved debt financing from the European Investment Bank in July 2022. This will help it expand its operations and reach new markets. It has also expanded its offices to Krakow in Poland and North Carolina, indicating a period of growth for the company. The market for Bluetooth wireless transmitters alone is expected to surpass $31 billion by 2026, indicating clear roads ahead for Kontakt.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Health Insurance
- Holiday Allowance
Company values
- Customer leadership is the key. If a customer has a problem, Kontakt won't wait. It understands what customer needs, and it tailors its services and products around the customer. It doesn’t mean that Kontakt lets the customer lead it. It means that it thinks about the customer first
- Growth mindset - Kontakt commits to results and growth. It is responsible for results, not for the activity or time spent. If it believes it can’t achieve a result or a job, it’s Kontakt's duty to raise the voice, push back, and explain what it suggests instead. It doesn’t see results as something static - ever. This means that Kontakt's results and expectations are becoming more ambitious, quarter over quarter. Kontakt constantly evolves.
- Challenge, inspire, respect - Kontakt is the challenger in the marketplace. When working with each other - or with customers - it enjoys and desires to challenge each other. Kontakt listens, reflects, and responds. It aims to understand the point of view of the other party and if there is customer merit in the argument. When it challenges, it articulates its hypothesis clearly and provides data and evidence in its argumentation. Kontakt respects the time of its colleagues. Kontakt has a zero-tolerance toward discrimination of any kind. It respects the environment.
- Systematic execution - Kontakt recognizes that the start-up journey will only be successful if we learn twice as much as others in half the time. For us, innovation also means continuous improvement in all fields. We think in systems when driving results, growth, and learning.
- Act with urgency - Kontact has a sense of urgency in everything it does - at all times. It’s deeply rooted in the belief that as an up-start, as a challenger, it needs to drive value for its customers faster and better than anybody else in the marketplace. it does things outside of the personal comfort zone.
Company HQ
Midtown South, New York, NY
Articles
Leadership
Philipp von Gilsa
(CEO)Currently Founding Investor & Board Member at Beta Wine Company GmbH. Previously Country Manager & Special Projects at Jumia Group, Co-Founder & Head of Sales at zweitausendvier gmb.
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