Kontakt.io
Technical Support / Helpdesk Specialist
Kontakt.io, New Bern, North Carolina, United States, 28560
Overview
Join to apply for the
Technical Support / Helpdesk Specialist
role at
Kontakt.io . This range is provided by Kontakt.io. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range
$70,000.00/yr - $80,000.00/yr Kontakt.io is building the platform that care operations run on.
We are the market leader in Intelligent Orchestration of Care Operations. Our AI- and RTLS-powered platform unifies data across systems, automates workflows, and orchestrates staff, equipment, and patient flow in real time to improve outcomes and experiences for hospitals and health systems. You’ll be the first line of help for our hospital and enterprise customers—owning ticket triage, rapid troubleshooting, and clear communication that restores service fast. This is a remote, customer-facing role focused on L1/L2 support quality, knowledge-centered documentation, and crisp escalations to Engineering when needed.
What you will do
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
You’ll thrive here if you
Care deeply about customers and resolution—not just response time
Communicate clearly and calmly with both technical and non-technical audiences
Stay organized in a high-volume queue and make smart trade-offs under time pressure
Are curious and methodical: form a hypothesis, test it, document the result
Take ownership end-to-end and collaborate well across Support, Engineering, and Professional Services
Must-haves
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
What we offer
A fast-paced, dynamic startup environment with a flat organizational structure
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
Nice to haves
Experience with SSO/IdPs (Okta/Azure AD), APIs/Postman, and webhook troubleshooting
Familiarity with monitoring/logging tools (e.g., Grafana, Kibana) and ITIL/KCS practices
Seniority level
Not Applicable
Employment type
Full-time
Job function
Information Technology
Industries
Technology, Information and Internet
#J-18808-Ljbffr
Join to apply for the
Technical Support / Helpdesk Specialist
role at
Kontakt.io . This range is provided by Kontakt.io. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range
$70,000.00/yr - $80,000.00/yr Kontakt.io is building the platform that care operations run on.
We are the market leader in Intelligent Orchestration of Care Operations. Our AI- and RTLS-powered platform unifies data across systems, automates workflows, and orchestrates staff, equipment, and patient flow in real time to improve outcomes and experiences for hospitals and health systems. You’ll be the first line of help for our hospital and enterprise customers—owning ticket triage, rapid troubleshooting, and clear communication that restores service fast. This is a remote, customer-facing role focused on L1/L2 support quality, knowledge-centered documentation, and crisp escalations to Engineering when needed.
What you will do
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
You’ll thrive here if you
Care deeply about customers and resolution—not just response time
Communicate clearly and calmly with both technical and non-technical audiences
Stay organized in a high-volume queue and make smart trade-offs under time pressure
Are curious and methodical: form a hypothesis, test it, document the result
Take ownership end-to-end and collaborate well across Support, Engineering, and Professional Services
Must-haves
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
What we offer
A fast-paced, dynamic startup environment with a flat organizational structure
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
Nice to haves
Experience with SSO/IdPs (Okta/Azure AD), APIs/Postman, and webhook troubleshooting
Familiarity with monitoring/logging tools (e.g., Grafana, Kibana) and ITIL/KCS practices
Seniority level
Not Applicable
Employment type
Full-time
Job function
Information Technology
Industries
Technology, Information and Internet
#J-18808-Ljbffr