Technical Support / Helpdesk Specialist
East Coast
Support /
Fulltime /
Remote
Kontakt.io is building the platform that care operations run on.
We are the market leader in Intelligent Orchestration of Care Operations. Our AI- and RTLS-powered platform unifies data across systems, automates workflows, and orchestrates staff, equipment, and patient flow in real time to improve outcomes and experiences for hospitals and health systems.
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.
What you will do:
- 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.
You’ll thrive here if you
- 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.
Must-haves:
- 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.
What we offer:
- 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
$70,000 - $80,000 a year
