Product Support Engineer - US

Tulip, the Frontline Operations 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 facilities 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, aerospace and defense, contract manufacturing, automotive, apparel, medical devices and more, have implemented Tulip’s intuitive platform to solve some of the most pressing challenges in manufacturing : error-proofing processes with guided workflows, 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, Germany and Hungary. It has been recognized as a MES Challenger on the Gartner Magic Quadrant, Frost and Sullivan Entrepreneurial Company of the year and a World Economic Forum Technology Pioneer. You can learn more and get started for free at Tulip.co.About You : You are genuine, humble, and curiousYou are excited about being part of successful start-up and building processesYou are process oriented, know how to stay organized, and want the autonomy to drive your own workYou are comfortable working with customers through multiple forms of communication including chat services and web callsYou are curious and excited to learn about new and old technologies powering a modern factory.Experience with Tier 2 and / or 3 level IT support would be a plusWhat skills do I need? Exceptional communication skills, written and oralCollaborative team player who can partner with and manage multiple teams to resolve issuesFamiliarity with SQL queries and HTTP get / post requestsExperience in manufacturing or process engineering and either a finished apprenticeship or a Bachelor's degree in the field of engineering or computer science.Fluent in English; German, French, Spanish, or Italian fluency is a plusKey Responsibilities : Act as the frontline contact for customers in need of support, and provide timely, accurate, and complete responses to inquiriesEducate customers on the product, usage, and featuresDiagnose, troubleshoot, and resolve technical issues, working with cross-functional teams as neededManage Support workload to provide visibility to issues and resolution statusContinuously improve the internal support processes and toolsProcess business and technical information for customers and provide feedback for the developer teamsContribute content to and help maintain the Tulip LibraryKey Collaborators : All other customer facing teams : Application Engineering, Customer Solutions, Customer SuccessSoftware engineering (multiple sub-teams as applicable)Hardware engineeringWorking At TulipWe are building a strong, diverse team that values hard work, families, and personal well being. Even if you don't match every requirement, but see yourself contributing, please apply.Benefits of working with us include : Direct impact on product and cultureCompany equityFlexible work schedule and unlimited vacation policyVirtual company events and happy hoursWe 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.It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.