Product Support Engineer

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.

This is a hybrid role, based out of our Somerville, MA office.

About You:

• You are genuine, humble, and curious
• You are excited about being part of successful start-up and building processes
• You are process oriented, know how to stay organized, and want the autonomy to drive your own work
• You are comfortable working with customers through multiple forms of communication including chat services and web calls
• You are curious and excited to learn about new and old technologies powering a modern factory.
• Experience with Tier 2 and/or 3 level product or technical support would be a plus

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
• Familiarity with SQL queries and HTTP get/post requests
• Experience in manufacturing, process engineering, or either a finished apprenticeship or a Bachelor's degree in a field of engineering or computer science.
• Fluent in English; German, French, Spanish, or Italian fluency is a plus

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
• Process business and technical information for customers and provide feedback for the developer teams
• Contribute content to and help maintain the Tulip Library

Key Collaborators:

• Customer facing teams: Solution Engineering, Customer Success
• 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. 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 frontline operations.