Customer Technical Solution Engineer

About Kontakt.io http://Kontakt.io

Kontakt.io http://Kontakt.io is building the platform that care operations run on.

We reduce waste, cut costs, and improve throughput in hospitals by automating and orchestrating clinical workflows. Using AI, real-time location data (RTLS), and deep EHR integration, our platform enables care teams to operate with real-time intelligence and financial discipline.

Trusted by leading U.S. health systems including HCA, Sutter Health, AdventHealth, Trinity Health, and the U.S. Department of Veterans Affairs — and backed by Goldman Sachs — we are scaling rapidly toward the next phase of durable, disciplined hypergrowth.

We're looking for a Customer Technical Solution Engineer who is comfortable in that environment. Someone who has worked hands-on with enterprise network infrastructure, understands how BLE and IoT systems behave on top of it, and knows how to guide a hospital IT team through a configuration issue over a call — or travel on-site when needed. You'll own customer issues end-to-end, support live deployments in the field, and be the technical backbone of our Professional Services team when they're on-site.

This is not an internal IT helpdesk role. Our customers are enterprise B2B — hospital CIOs, biomedical engineers, network administrators — and they expect a peer-level conversation.

What you will be working on

Customer technical ownership

Be the go-to technical contact for your assigned customers. Understand their environments, anticipate issues, and communicate with confidence at both the IT admin and stakeholder level.

Network & infrastructure troubleshooting

Diagnose failures rooted in network configuration — VLANs, DHCP, DNS, firewall rules, wireless infrastructure, IoT gateway behavior. Work directly with hospital IT teams to resolve issues in their environments.

Deployment & field support

When our Professional Services team is on-site deploying at a customer location, you're their remote technical backbone — troubleshooting configuration issues, network problems, and device behavior in real time so installations stay on track and go-lives happen on time. Occasionally, you'll be on-site yourself.

Knowledge & continuous improvement

Turn solved problems into reusable knowledge — runbooks, articles, escalation templates. Use AI tools to work faster, document better, and spot patterns before they become recurring issues.

Engineering collaboration

Escalate with precision — crisp repro steps, network diagrams, log captures. Drive issues to verified closure and feed environment insights back to product and engineering.

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 http://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
• Private medical care and cafeteria benefits
• Flat structure, no-ego culture, direct access to engineering and product