Technical Support / Helpdesk Specialist, Kontakt.io

$70-80k

SQL

Python

Bash

Kibana

Azure

Grafana

Okta

Postman

Zendesk

JIRA

Junior, Mid and Senior level

Remote from US

More information about location

Digital building services

Be an early applicant

Digital building services

101-200 employees

B2BArtificial IntelligenceManufacturingDeep TechInternet of ThingsMachine LearningSaaSAutomation

Be an early applicant

$70-80k

SQL

Python

Bash

Kibana

Azure

Grafana

Okta

Postman

Zendesk

JIRA

Junior, Mid and Senior level

Remote from US

More information about location

101-200 employees

B2BArtificial IntelligenceManufacturingDeep TechInternet of ThingsMachine LearningSaaSAutomation

Company mission

To humanise buildings by providing digital building services using live occupancy, environmental and location IoT data.

Job

Company

Role

Who you are

Care deeply about customers and resolution—not just response time
Communicate clearly and calmly with both technical and non-technical audiences
Stay organized in a high-volume queue and make smart trade-offs under time pressure
Are curious and methodical: form a hypothesis, test it, document the result
Take ownership end-to-end and collaborate well across Support, Engineering, and Professional Services
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

Desirable

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

What the job involves

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

Our take

Serving 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 has received a lot of investor interest which has supported the expansion of operations and entering into new markets. The latest fundraise sees the company invest in AI development and pursue expansion into hospitals in the US.