Customer Technical Support Engineer

Our Customer Technical Support team keeps Northwind Robotics 's hospital and health system customers running. When something goes wrong, you're the first voice they hear — and the person who sees it through to resolution. We're looking for someone who genuinely enjoys working with customers, stays calm under pressure, and has the technical depth to diagnose complex issues across hardware, software, and integrations. You'll work a rotating weekly shift (09:00–17:00 / 16:00–24:00 CET), participate in a 24/7 on-call rotation, and be a key part of how we deliver world-class support at scale. What you will be working on Customer relationships & resolution Be the trusted point of contact for our hospital customers — responsive, clear, and calm. You own issues end-to-end, from first contact to verified fix, and customers should feel it. Troubleshooting & diagnostics Root-cause failures across BLE/RTLS devices, the Northwind Robotics cloud platform, and hospital integrations. Read logs, use dashboards, form a hypothesis, test it. Knowledge & continuous improvement Turn solved problems into reusable knowledge — runbooks, articles, macros. Use AI tools to work faster, document better, and spot patterns before they become trends. Engineering collaboration Escalate with precision — crisp repro steps, clean environment details. Drive issues to closure and feed insights back to the product and engineering teams. Day to Day Responsibilities Own inbound tickets via Zendesk, email — respond fast, meet SLAs, keep customers informed Triage and resolve L1/L2 issues across web apps, devices, and integrations Write clear escalations with logs and repro steps; track to verified closure Provide real-time remote support to Professional Services team during on-site customer deployments — troubleshooting network, configuration, and device issues as they happen Maintain knowledge base articles and runbooks that reduce repeat tickets Use AI tools actively to accelerate troubleshooting, drafting, and documentation Support shift handoffs with accurate open-item status Coordinate RMAs and hardware replacements with Operations when needed Participate in a 24/7 on-call rotation for priority incidents outside business hours Travel occasionally to EU customer sites to support deployments, go-lives, and on-site troubleshooting What We Are Looking For 2–4+ years in Technical Support or Helpdesk (L1/L2) for B2B SaaS or hardware platforms Genuinely customer-centric — you care about the person, not just the ticket Strong communicator: clear and empathetic with end users, precise and concise with engineers Hands-on with Zendesk or equivalent; comfortable with remote diagnostics Basic scripting (Python/Bash) and ability to read logs and dashboards Basic knowledge of database (PostgreSQL) Active user of AI tools in daily work (ChatGPT, Claude, Copilot, or equivalent) SSO/IdP, REST APIs, Postman, or webhook troubleshooting experience Open to participating in a 24/7 on-call rotation for priority incidents — you understand the responsibility that comes with supporting critical healthcare infrastructure Open to occasional travel within Europe for customer deployments and on-site support Strong written and verbal English Nice To Have Exposure to BLE, RTLS, or IoT environments Familiarity with Grafana, or similar monitoring tools Familiarity with Keycloak HIPAA awareness in software/data contexts We offer Rotating weekly shifts — 09:00–17:00 one week, 16:00–24:00 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