Job Details

Job Title: Support Engineer I
Department: Sales & Support
Job Type: Full-Time
Location: Salt Lake City, UT (Hybrid)

Our Mission

Blackrock Neurotech is 100% focused on improving human lives through neuroscience research and technology. The passion and dedication behind this mission has nurtured a dynamic, enjoyable and fulfilling corporate environment in which learning, and growth are commonplace. We operate in an innovative field that requires our staff to meet the highest standards. Every step of the way, we encourage one another by providing continuous motivation and promoting a healthy work environment.

Community Contributions

Not only are Blackrock's employees committed to improving lives through their work, but many also strive to improve the community by volunteering in their spare time. Our efforts vary from donating blood and feeding the hungry to volunteering at the Utah Food Bank. We also value community education -teaching science labs to children, coaching sports teams, and teaching first aid courses. We take pride in our employee's extracurricular activities that contribute to the betterment of local communities.

Disclosure

In order to provide a safe and productive work environment, all offers of employment at Blackrock Neurotech are contingent upon a thorough background check. A criminal history will not automatically disqualify a candidate from an offer of employment.

About the role

The Support Engineer is responsible for timely and thoughtful resolution of customer technical issues and overall customer success through training and service. Success is realized by ensuring 100% customer satisfaction and building strong relationships within the neuroscientific community. Using solid product/technical knowledge, the Support Engineer will work with customers to develop appropriate solutions to customer requirements. This position is also responsible for providing product related feedback to the company's engineering and manufacturing teams to facilitate continuous improvement.

What you'll do

• Manage and resolve customer issues in a timely and thoughtful manner through phone, email, and on-site visits with a focus on timeliness and effectiveness.
• Track issues, feedback, and relevant information using CRM software.
• Conduct product installations, customer training sessions, and research support on-site at customer labs.
• Develop and implement strategies to increase customer engagement and drive repeat business.
• Analyze and report support trends to improve internal processes, current products, and guide future product development.
• Provide on-going support to sales team internally and in the field.
• Present informational content in workshops and conferences.

• Bachelor's degree in a scientific or engineering discipline required, neuroscience, biomedical engineering or related is preferred.
• 2 years of experience in an academic electrophysiology lab is preferred.
• Demonstrated, customer-centric, support experience strongly preferred.
• An inquisitive mind with the desire to tinker is essential.
• Fundamental knowledge of circuits, software, computers, and neuroscience.
• Ability to confidently communicate with customers ranging from students to clinicians in low and high pressure situations.
• Ability to listen, identify, distill, and act upon researchers' needs and appropriately communicate solutions.
• Ability to read, analyze, and understand neuroscientific research publications including Blackrock's contributions to the field.

• Knowledge of neuroscience research including extracellular electrophysiology and/or brain-computer interfaces
• Knowledge of analog circuits
• Knowledge of programming and scripting, ideally Matlab, python, or C++

• Ability to work in office setting
• Sitting and standing while typing
• Ability to lift up to 50lbs
• Up to 30% travel required