Full-Time Customer Technical Support Engineer
Kontakt is hiring a remote Full-Time Customer Technical Support Engineer. The career level for this job opening is Experienced and is accepting USA based applicants remotely. Read complete job description before applying.
Kontakt
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Job Details
We’re looking for a Customer Technical Support Engineer who will play a key role in enhancing customer success and satisfaction. You will serve as a crucial link between our clients, sales, and engineering teams, leveraging your technical expertise to ensure smooth implementation and continuous support.
Responsibilities
Deliver exceptional support experiences, promptly resolving customer issues and inquiries.
Provide technical analysis and troubleshooting across hardware, software, and APIs via Zendesk, phone, email, and Zoom.
Proactively conduct training sessions, helping clients maximize the benefits of our platform.
Maintain detailed documentation and deliver regular status updates to stakeholders.
Adhere to SLAs, ensuring high responsiveness and a focus on customer satisfaction.
Identify, record, and escalate issues, collaborating with team members (e.g. Engineering) to drive resolutions.
Execute standard processes, comply with escalation protocols, and contribute to continuous improvement initiatives.
What You Bring
Experience: Minimum of 3 years in technical customer support, with a solid background in troubleshooting hardware, software, and system performance.
Technical Proficiency: Understanding of API integrations, basic programming skills (Python or other scripting languages), and experience with BLE or RTLS technologies is a plus.
Communication: Strong written and verbal communication skills, with an ability to simplify complex concepts for non-technical audiences.
Problem-solving: Analytical mindset and a creative approach to challenges, with an ability to prioritize tasks effectively.
Autonomy: Proven track record of success working independently, especially in remote or distributed teams.
Preferred Skills
Hands-on experience creating user guides and technical documentation.
Familiarity with location-based services.
Ability to manage multiple tasks simultaneously in a fast-paced environment.
Resilience and adaptability, with a drive to achieve and excel.