Product Support Engineer

**This role is located in Somerville, MA (Location) - We are a hybrid work environment and are in the office 3+ days/per week.**

Tulip, the leader in frontline operations, is helping companies around the world equip their workforce with connected apps, leading to higher quality work, improved efficiency, and end-to-end traceability across operations. Companies of all sizes and across industries have implemented composable solutions with Tulip’s cloud-native, no-code platform to solve some of the most pressing challenges in operations: error-proofing processes and boosting productivity, capturing and analyzing real-time data, and continuous improvement.

A spinoff out of MIT, Tulip is headquartered in Somerville, MA, with offices in Germany and Hungary. Focused on composable, human-centric solutions for industrial environments, Tulip is disrupting the MES category and has been recognized as a World Economic Forum Global Innovator. Tulip has also been named one of Energage’s Top Workplaces USA and one of Built In Boston’s “Best Places to Work” and “Best Midsize Places to Work” for 2024.

About You:

• 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, and curious willing to work in a fun, diverse culture.

What skills do I need?

• 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.

What tech experience would be preferred?

• Intermediate
  • API and HTTP (post/get, auth, etc.)
  • Shell scripting (MacOS, UNIX)
• Basic
  • SQL (PostgreSQL) and Mongo databases, queries
  • Network/Cloud (AWS, Azure)

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.
• 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.

Key Collaborators:

• All other customer facing teams: Applications Engineering, Customer Solutions, Customer Success
• Software Engineering (multiple sub-teams as applicable)
• Hardware Engineering

Working At Tulip

We know even great candidates experience imposter syndrome. Even if you don’t match every requirement, applying gives you the opportunity to be considered.

We’re building a strong, diverse team that values hard work, families, and personal well-being. Benefits of working with us include:

• Direct impact on product and culture
• Company equity
• Competitive benefits package including Health, Dental, Vision, Short-term Disability, Long-term Disability, Life Insurance, AD&D Insurance, Flexible Spending Account (FSA), Commuter Benefits, Parental Leave, and 401(K)
• Flexible work schedule and unlimited vacation policy
• Virtual company events and happy hours
• Fitness subsidies

We are an equal opportunity employer and building a diverse team is our top priority. At Tulip, we celebrate all. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Help us build an inclusive community that will transform manufacturing.