Senior Product Support Engineer

Customer Success       ·      Mountain View, CA       ·        Full time

About the job

About the role:

Inscopix’ customers are neuroscientists that use our products to make discoveries for brain health diseases. As our first Senior Product Support Engineer, you will play a valuable role in these discoveries by troubleshooting our customers’ hardware or software technical support cases to minimize their downtime using our products. You’ll do this by taking technical details from customers to understand the root cause of the issue, walking customers through possible solutions and system reboots, coordinating RMA’s, and collaborating with our engineering team on complex cases. Regardless of the customer ticket, you will take full ownership of all technical support cases and reinforce confidence in our products by quickly resolving both routine and advanced cases. We have an experienced field team that provides application specific training to our customers, but our on-site Technical Support function is a new division that will own all aspects of technical support. If you have good logical thinking skills, feel excited by working on a new team, and want to have a positive impact on brain health, this could be the right role for you!

What you’ll be doing:

• Accurately document interactions with customers, and provide continued updates to customers on case progress to build on our already great customer focused brand.
• Efficiently identify hardware systems in need of repair and re-establish confidence in our products with our customers.
• Represent the voice of the customer by summarizing and sharing customer feedback with internal teams
• Make data-driven recommendations to improve effectiveness and efficiency of delivering technical support
• Clearly translate technical concepts into easy to understand language for our customers to improve communication between customers and internal teams.
• Collaborate with internal teams to optimize and maintain digital support resources.

What we’re looking for:

• 5+ years experience in engineering or customer support in a technical product or service company. (We might hire a Lead in the future, so we encourage people with more experience to apply).
• Educational background in computer science or technology that could have been achieved through a Bachelor’s Degrees, Associates Degrees, Certifications, Coding Bootcamps or a combination of the above.
• Experience working with support ticketing systems and using customer service tools. (Zendesk, Hubspot, JIRA, SFDC)
• Ability to pick up new technologies quickly and a self-starter personality that is comfortable and excited by working on a new team.
• Communicates in a positive and professional manner that encourages customers to contact you again for any issues that could arise.
• Ability to be on-site 2-4 days per week in Mountain View, CA to work hands on with the engineering and operations team.
• Currently based in the Bay Area. (We’re open to people that aren’t local but often find people that don’t live here aren’t serious about relocating once they investigate the costs. If you’re not based in the Bay Area but interested in moving to the Bay Area, please include a cover letter.)
• Must be COVID-19 vaccinated.

Inscopix is an equal opportunity employer.

Inscopix welcomes and values diversity and we encourage candidates that are underrepresented in STEM fields to apply. Since our technology impact people of different backgrounds, thoughts and beliefs, we feel it’s critical to employ people that reflect the diversity of people our technology is set out to help. Employment decisions at Inscopix are based on business needs, job requirements and individual qualifications without regard to race, color, religion, gender identity and/or expression, ethnic or national origin, sex (including pregnancy), age, disability, HIV status, sexual orientation, marital or domestic partnership status, past or present military service, family medical or genetic history or any other protected status. Inscopix is an equal opportunity employer and prohibits discrimination and harassment of any kind.

About Inscopix:

Inscopix is a neurotechnology company developing a platform and full stack for real-time brain mapping. Our vision at Inscopix is to drive new treatments to dramatically improve the health and well-being of people suffering from debilitating brain and nervous system disorders. Inscopix’s flagship products, nVista™, nVoke™ and nVue™ systems, have been deployed in over 500 research institutions across the world resulting in over 200 top-tier scientific publications and empowering breakthroughs in Alzheimer’s, Parkinson’s, psychiatric disorders, chronic pain, and addiction. Based in Mountain View, the Inscopix team brings together deep domain expertise in neuroscience, engineering, and data science. Advised and backed by industry luminaries and investors, Inscopix has been recognized as a World Economic Forum Technology Pioneer, and by Deloitte as one of North America’s fastest growing technology companies.

Please click here to apply.