Kontakt.io

Technical Support / Helpdesk Specialist

Kontakt.io

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $70,000 - $80,000 per year

Job Level

JuniorMid-Level

Tech Stack

IoTPythonSQL

About the role

  • Own front-line support via Zendesk/email/phone—respond fast, meet SLAs, and keep customers informed.
  • Triage and resolve L1/L2 issues across web apps, devices, and integrations; capture logs and write clear updates.
  • Escalate to Engineering with crisp repro steps and environment details; drive issues to verified closure.
  • Keep the knowledge base current—articles, macros, and runbooks that boost self-service.
  • Track queue health (backlog, reopen rate, CSAT), spot trends, and coordinate with Ops on RMAs when needed.
  • Participate in a light rotation for priority incident coverage during business hours and after-hours escalation.

Requirements

  • 2–4+ years in Technical Support / Helpdesk (L1/L2) for B2B software/SaaS or enterprise platforms.
  • Hands-on experience with ticketing systems (Zendesk/Jira Service Management) and remote diagnostics tools.
  • Proven SLA ownership: prioritization, escalation, and clear written customer updates.
  • Comfortable working fully remote and independently; reliable coverage of US business hours.
  • Awareness of privacy/security in healthcare settings; sound judgment handling sensitive operational data.
  • Exposure to BLE/RTLS/IoT and healthcare IT environments (facilities/biomed/IT).
  • Basic scripting (Python/Bash) or SQL for troubleshooting and data pulls.
  • Ability to read logs and leverage dashboards to validate fixes and confirm service health.
Benefits
  • Competitive compensation, including a base salary and an Employee Stock Option Plan (ESOP).
  • Flexible work arrangements.
  • Access to cutting-edge IoT technology and a collaborative, expert-driven team.
  • Additional perks: comprehensive health insurance.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
L1 supportL2 supportticketing systemsremote diagnosticsscriptingPythonBashSQLlog readingdashboard utilization
Soft skills
customer communicationprioritizationescalationindependent workreliable coveragesound judgment