Product Support Engineer

🕒 March 13

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Tulip Interfaces

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2012

☁️ SaaS

🏢 Enterprise

💰 $100M Series C on 2021-08

Manufacturing • SaaS • Enterprise

Tulip Interfaces is a company that provides a no-code platform designed to improve manufacturing operations. The platform offers a range of solutions including app development, data analytics, machine connectivity, and digital work instructions to enhance operational efficiency. It serves various industries, particularly in discrete manufacturing, life sciences, and high-tech manufacturing sectors, helping to streamline workflow, ensure regulatory compliance, and improve productivity.

📋 Description

• Act as the frontline contact for customers in need of support, and provide timely, accurate, and complete responses to inquiries. • Educate customers on the product, usage, and features. • Diagnose, troubleshoot, and resolve technical issues, working with cross-functional teams as needed. • Escalate and follow-up complex cases with key collaborators below. • Manage Support workload to provide visibility to issues and resolution status. • Continuously improve the internal support processes and tools. • Expand product documentation held in our customer-facing knowledge base. • Process business and technical information for customers and provide feedback for the developer teams. • Participate in an on-call rotation to provide occasional support during off-hours, including nights and weekends, for critical issues.

🎯 Requirements

• You are willing to work in a fast paced, challenging, quickly changing environment. • You are keen to learn the latest technologies and improve yourself. • You are tech savvy with years of experience on technical product support, working with customers through multiple forms of communication including chat and web calls. • You are genuine, humble, curious and willing to work in a fun, diverse culture. • Experience with ticketing systems (e.g. ZenDesk). • Experience in manufacturing or process engineering. • Familiarity with Atlassian environment (e.g. Jira, Confluence). • Collaborative attitude to partner with and manage multiple teams to resolve issues. • Exceptional communication skills, written and oral. • Technical knowledge in API, HTTP, SQL, and cloud platforms (AWS, Azure).

🏖️ Benefits

• Direct impact on product and culture • Company equity • Hybrid Work Style • Learning & Development benefit • Comprehensive social insurance package (Health, Pension, Employment, and Workers' Compensation • Commutation Allowance