Senior Product Support Engineer

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 do:

• 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.

About you:

• 3+ 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 2-3 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.