Product Support Engineer - HU

**This role is located in Budapest, HU - We are a hybrid work environment and are in the office 3+ days/per week.**

Tulip, the leader in AI-native frontline operations, is helping companies around the world equip their workforce with composable, connected apps, leading to higher quality work, improved efficiency, and end-to-end traceability across operations. Tulip’s cloud-native, no-code platform, powered by embedded AI, is driving the digital transformation of industrial environments through composable, human-centric solutions that go beyond disrupting the Manufacturing Execution System (MES) category.

A spinoff out of MIT, Tulip is headquartered in Somerville, MA, with offices in Germany, Hungary, Singapore, and Israel. Tulip has been recognized as a World Economic Forum Global Innovator, a 2024 Deloitte Technology Fast award winner, one of Energage’s Top Workplaces USA, and one of Built In Boston’s “Best Places to Work” and “Best Midsize Places to Work.”

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.

• Excellent written and verbal communication skills in English.

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

• Flexible work schedule and unlimited vacation policy

• Virtual company events and happy hours

• In-office catered lunches and stocked kitchens

• Private Healthcare

• Learning & Development benefits

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.

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.