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

Intelligent orchestration for healthcare operations

Job no longer available

Intelligent orchestration for healthcare operations

101-200 employees

B2BArtificial IntelligenceManufacturingDeep TechInternet of ThingsMachine LearningSaaSAutomation

Job no longer available

$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 deliver operational predictability maximizing capacity, safety, and decision making to enhance care delivery for patients and caregivers.

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

Many organizations, especially hospitals, are under pressure to do more with less. They need to reduce waste, move faster, and make better decisions in real time. So, technologies like IoT, location tracking, and AI are becoming essential because they help teams understand what's actually happening inside buildings instead of relying on assumptions.

Kontakt.io is a technology company helping organizations track people, equipment, and spaces in real time. Using small Bluetooth devices and cloud software, it shows where things are, how they move, and how spaces are used. In healthcare, this can mean finding critical equipment faster, understanding patient flow, and improving the day-to-day operations without adding any more manual work.

The company stands out by turning location data into clear insights using AI, not just basic tracking. And its tools are designed to scale easily and fit into complex environments like hospitals. With strong investor backing and a focus on automation and predictive insights, the company is in a good position for growth as more organizations are looking for smarter, data-driven ways to run their operations.

Steph

Company Specialist at Welcome to the Jungle

Insights

8% employee growth in 12 months

Glassdoor (4.4)

Company

Company HQ

Chelsea, New York, NY

Leadership

Philipp von Gilsa

(Founder & CEO)

Prior to Kontakt.io, Philipp worked in Special Projects at Jumia Group and co-founded zweitausendvier where he served as the Head of Sales for 4 years.

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