Customer Support Engineer

Tulip, the Manufacturing App Platform, is empowering the world s leading manufacturers to improve the productivity of their teams, the quality of their output, and the efficiency of their operations. With Tulip s no-code platform, manufacturers can empower those closest to operations to digitally transform their shop floors and gain real-time visibility into the people, machines, and processes involved in production--all in a matter of days.

Manufacturers of all sizes, across industries including consumer electronics, contract manufacturing, automotive, apparel, medical devices, aerospace and defense, and more, have implemented Tulip s intuitive platform to solve some of the most pressing challenges in manufacturing: digitizing paper-based processes, integrating industrial IoT (IIoT) technologies with legacy factory machines, and capturing and analyzing real-time production floor data.

A spinoff out of MIT, the company is headquartered in Somerville, MA, with offices in the UK and Germany. It has been recognized as a Forbes IoT Startup to Watch, Gartner Cool Vendor, IDC Innovator, Frost and Sullivan Entrepreneurial Company of the year, and a World Economic Forum Technology Pioneer.

Tasks

Key Responsibilities:

• 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
• 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

Requirements

What skills do I need?

• Exceptional communication skills, written and oral
• Collaborative team player who can partner with and manage multiple teams to resolve issues
• Experience in computer science a plus; familiarity with SQL and basic coding at a minimum
• Experience in manufacturing or process engineering a plus 4-year university degree in engineering or computer science
• Fluent in German and English; French fluency is a plus