Customer Technical Solution Engineer

Day to Day Responsibilities

• Own inbound tickets via Zendesk, email, and phone — respond fast, meet SLAs, keep customers informed throughout
• Triage and resolve L1/L2/L3 issues across the Kontakt.io platform, BLE/RTLS devices, and enterprise network integrations
• Work directly with hospital IT and network teams to resolve infrastructure-level issues affecting deployments
• Provide real-time remote support to Professional Services during on-site customer deployments
• Write clear escalations with logs, network context, and repro steps; track to verified closure
• Maintain knowledge base articles and runbooks that reduce repeat tickets
• Use AI tools actively to accelerate troubleshooting, drafting, and documentation
• Participate in a 24/7 on-call rotation for priority incidents
• Travel occasionally to EU customer sites for deployments, go-lives, and on-site troubleshooting

What We Are Looking For

• 5+ years in a customer-facing technical role — Solutions Engineer, Technical Account Engineer, Field Engineer, or similar — supporting enterprise B2B customers (not internal IT)
• Solid hands-on knowledge of enterprise networking: VLANs, DHCP, DNS, firewall rules, wireless infrastructure (Cisco, Aruba, or equivalent) - configuration, troubleshooting
• Comfortable diagnosing network-layer issues affecting IoT or hardware devices in production environments
• Proven ability to lead technical conversations with hospital network admins, IT directors, and non-technical stakeholders
• Hands-on with Zendesk or equivalent ticketing systems; experienced with SLA ownership
• Basic scripting (Python/Bash) and ability to read logs and dashboards
• Active user of AI tools in daily work (Claude, Copilot, ChatGPT, or equivalent)
• Open to participating in a 24/7 on-call rotation
• Open to occasional travel within Europe for customer deployments and on-site support
• Strong written and verbal English

Nice To Have

• Experience with BLE, RTLS, or IoT device deployments in enterprise or healthcare environments
• Familiarity with SSO/IdP (Okta, Azure AD), REST APIs, Postman, or webhook troubleshooting
• Exposure to monitoring tools such as Grafana or Kibana
• HIPAA awareness in software/data contexts

We offer

• Rotating weekly shifts — 09:00–17:00 one week, 14:00–22:00 the next
• 24/7 on-call rotation shared across the team
• Hybrid — Kraków office, 3 days/week onsite
• Occasional travel to EU customer sites — hands-on work with real hospital deployments
• Competitive salary + ESOP
• Real-time IoT and AI platform used in leading US hospital networks…