Customer Support Engineer

Intro 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