Customer Success Engineer (Poland)

Cracow /
Customer Success /
Fulltime
/ Hybrid
About Kontakt.io 
At Kontakt.io, we build technologies that help transform buildings into indoor spaces that are useful for people in their daily journey to accomplish their goals, working or being cared for in a safe & sustainable indoor environment.  We are on a growth spree and are forming new teams across all our operations. It is an energising time to join a team of dreamers and makers as we take the business to $100M+ ARR. We are results, not effort oriented, and we leave our egos at the door as we work together to help our customers succeed. If you are a self-starter who thrives in a fast-paced environment, we want to meet you!  

Kontakt.io is looking for a rockstar Customer Success Engineer with 2 years of experience in B2B Cloud Solution-as-a-Service success and support delivery that wants to take on a new challenge. A growth business, Kontakt.io still maintains a strong startup identity: you will get to work with sales and engineering, product leadership and field teams, ensuring our users get the best out of the solutions we deliver.   

Job Description
You will be responsible for developing customer relationships that promote retention and loyalty. As an entrepreneur, you are involved in aggressively growing the business by helping customers and partners get the value of indoor location services. As a member of the Professional Services group, you are working hand-in-hand with the sales and engineering organisation covering all aspects of the technology and initial implementations. 

Our Requirements:

    • 2 years of experience in Customer Service, cloud-based support systems and electronics/technology experience troubleshooting hardware, software, operating systems, performance issues and overall systems knowledge
    • Expertise in customer service skills with the ability to partner with business functions and technical support functions to deliver customer value 
    • Experience working in a technical support position
    • Understanding how API integrations work
    • Experience in providing hands-on support and diagnosing technical issues 
    • Experience in guiding customers (remotely or onsite) on how to deploy the solution
    • Hands-on experience in preparing documents (user guides, training and onboarding materials, etc.) and managing FAQ/Wiki with technical support information
    • Intermediate understanding of programming and basic knowledge of script languages (python etc.).
    • Willingness to work in a rotation schedule (8 am- 8 pm CET)
    • Fluent English
    • Proven success working independently, autonomously & reliably, and exceeding metrics
    • Proven success working with a distributed, national team
    • Prior professional experience in applications based on BLE, and RTLS solutions, including fleet management, micro-location services, and asset tracking, is a huge plus


Your work will include:

    • Going above & beyond to provide world-class customer experiences, resolve customer inquiries, and overall put our customers first, providing continuous customer value 
    • Owning the implementation and launch life-cycle for new customers
    • Providing technical analysis and resolution of underlying problems through Zendesk, emails, phone
    • Proactively providing customer training/onboarding calls to help clients find success in the Kontakt.io platform. These topics span from sales email content best practices to implementing an integration
    • Providing appropriate documentation on the reported issues and providing regular status reports to internal stakeholders and external customers
    • Adhering to SLAs (Service Level Agreements), maintain a high level of customer relations through responsiveness and focus on ensuring customer satisfaction
    • Reporting and recording customer issues and implementing solutions.
    • Engaging with broader team members to identify and resolve technical issues
    • Conducting defined processes and solutions, such as compliance with escalation procedures and customer support processes
    • Supporting the sales & marketing team and current sales process technically.

We offer:

    • fast-paced and dynamic startup environment with a flat structure
    • permanent agreement or B2B contract
    • competitive base salary and stock option plan (ESOP)
    • work with our IoT experts and trending technologies
    • collaborative and self-organised environment
    • hybrid work (office in Krakow)
    • private medical care, cafeteria system
Kontakt.io Virtues and Culture
Lead customer-centric - customer leadership is the key. If a customer has a problem we don’t wait. We understand what customer needs and we tailor our services, products around the customer. It doesn’t mean that we let the customer lead us. It means that we think about the customer first.

Have a growth mindset - we commit to results and growth. We are responsible for results, not for the activity or time spent. If we believe we can’t achieve a result or a job, it’s our duty to raise the voice, push back, explain what we suggest instead. We don’t see results as something static - ever. This means that our results and expectations are becoming more ambitious, quarter over quarter. We constantly evolve

Challenge, inspire, respect - we are the challenger in the marketplace. When working with each other - or with customers - we enjoy and desire to challenge each other. We listen, reflect, and respond. We aim to understand the point of view of the other party and if there is customer merit in the argument. When we challenge, we articulate our hypothesis clearly and provide data and evidence in our argumentation. We respect the time of our colleagues. We have a zero-tolerance towards discrimination of any kind. We respect the environment.

Execute systematically - We recognize 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 learnings.

Act with urgency - We have a sense of urgency in everything we do - at all times. It’s deeply rooted in the belief that as an up-start, as a challenger, we need to drive value for our customers faster and better than anybody else in the marketplace. We do things outside of the personal comfort zone.