Customer Technical Solution Engineer

About Kontakt.io 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 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