Job detail for Product Support Engineer

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

Tulip brings modern technology and AI into manufacturing. Manufacturing accounts for almost 20% of the global economy and one in every seven workers on Earth, yet remains among the least digitized. More than a decade ago, we created the category to close that gap: AI-native software that puts cutting-edge tools directly in the hands of the people on the manufacturing front lines. Because we are human-centered and tech-obsessed, we are building a future of work where human ingenuity is amplified with the latest technology.

In January 2026 we became one of Boston's few new AI unicorns, reaching a $1.3B valuation. We're growing double digits in revenue year over year. The world's best manufacturers run on Tulip - turning inventory 10x faster, releasing gene therapies in hours instead of weeks, and training master craftspeople to forge engagement rings 5x more rapidly. Headquartered in Somerville, MA with offices in Germany, Hungary, Singapore, Japan, and Israel, we've been consistently named a World Economic Forum Global Innovator, a Gartner leader, and one of Built In Boston's "Best Places to Work."

We run the way we build: AI-forward, humanistic, and high ownership. We're looking for builders who are energized by complex problems, rapid cycles, and the unique opportunity to see their impact on a global scale.

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

What skills do I need?

• Working knowledge of APIs/HTTP and shell scripting (MacOS, UNIX), with basic exposure to SQL (PostgreSQL) and Mongo databases, queries; and Network/Cloud hosting providers (AWS, Azure)
• Experience in manufacturing or process engineering (alternatively experience on Biotech or Life Science/Pharma)
• Experience using ticketing systems (e.g., Zendesk)
• Curiosity about AI and LLM tools, or hands-on experience using them to support customers or build support-facing skills
• Exceptional written and oral communication skills in fluent English
• Collaborative attitude to partner with and manage multiple teams to resolve issues
• Nice to have: familiarity with the Atlassian suite (Jira, Confluence); and additional languages (German, French, etc.)

Key :

• 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 listed 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: Sales, Professional Services, 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
• Private Healthcare insurance
• Company equity
• Virtual company events and happy hours
• Flexible work schedule and unlimited vacation policy
• Team Lunches in KFT Hub and office snacks
• Learning & Development benefits
• HU Eyeglass Benefit
• An inclusive, dog-friendly office with diverse and inspiring colleagues

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.

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.

Please note that we may use AI-based tools to support parts of our hiring process. All data processing is carried out in compliance with local data protection laws, ensuring all personal candidate information is handled securely and ethically.