Customer Technical Support Engineer

TL;DR

Customer Technical Support Engineer (RTLS/AI): Own end-to-end issue resolution for hospital customers across BLE/RTLS devices, cloud platform, and EHR integrations with an accent on root-cause diagnostics and customer communication. Focus on troubleshooting with logs/dashboards/AI tools, precise engineering escalations, and building reusable knowledge base runbooks.

Hybrid in Kraków, Poland (3 days/week onsite), rotating shifts (08:00–16:00 / 12:00–20:00 CET), 24/7 on-call rotation, occasional travel to EU customer sites.

Company

Platform automating clinical workflows in hospitals using AI, real-time location data (RTLS), and EHR integration, trusted by leading U.S. health systems.

What you will do

• Own inbound tickets via Zendesk/email/phone, triage L1/L2 issues across web apps, devices, and integrations
• Perform root-cause troubleshooting on hardware, cloud, and integrations using logs, dashboards, and AI tools
• Write clear escalations with repro steps and track to closure with engineering
• Maintain knowledge base articles, runbooks, and macros to reduce repeat issues
• Coordinate hardware RMAs and support shift handoffs
• Travel occasionally to EU sites for deployments and on-site support

Requirements

• 2–4+ years in Technical Support/Helpdesk (L1/L2) for B2B SaaS/hardware
• Customer-centric mindset with strong empathetic communication
• Hands-on with Zendesk/remote diagnostics, basic scripting (Python/Bash), logs/dashboards
• Experience with SSO/IdP, REST APIs, Postman, webhooks
• Active use of AI tools (ChatGPT/Claude/Copilot)
• Open to 24/7 on-call and occasional EU travel
• Strong written/verbal English

Nice to have

• Exposure to BLE, RTLS, IoT
• Grafana or similar monitoring tools
• HIPAA awareness

Culture & Benefits

• Rotating weekly shifts and shared 24/7 on-call
• Competitive salary + ESOP
• Private medical care and cafeteria benefits
• Flat structure, no-ego culture, direct access to engineering/product
• Work on real-time IoT/AI platform in leading US hospitals