Customer Success Engineer

Neuroelectrics Corporation; Barcelona; Presencial; EUR 40.000 - 60.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

26 vacation days

Flexible working hours

Up to 6 days of home office per month

Private health insurance

Professional development

Office in Barcelona with amenities

Team events

Descripción de la vacante

Neuroelectrics Corporation seeks a front-line technical support specialist to answer questions and troubleshoot issues for wearable medical devices. You will handle email and scheduled video calls, ensuring timely resolution and quality service.

Responsibilities include troubleshooting, customer outreach, KPI reporting, and collaboration with R&D to fix issues. Travel to customer sites may be required; excellent English is essential.

Formación

• Bachelor's degree in Biomedical Engineering, Electronic Engineering, Computer Science, or a related field; advanced degree preferred.
• Advanced English both written and oral.
• Willingness to travel and flexible mindset: with availability for occasional schedule flexibility / weekend support coverage, in accordance with operational needs and local labor regulations.
• Good time management skills and proactiveness.
• No previous experience is required.

Responsabilidades

• Provide post-sale support to customers via email and video calls.
• Troubleshoot product issues by clarifying complaints and identifying root causes.
• Launch customer outreach campaigns.
• Generate monthly KPIs and customer feedback reports.
• Maintain customer records and provide troubleshooting guidance.
• Suggest potential products or services based on customer needs.
• Prepare product reports from customer information.
• Collaborate with R&D to identify and fix errors.
• Perform active testing of medical devices.
• Provide replacements under warranty and travel to customer sites if needed.
• Validate device reports and assist with AI automation within the department.
• Attend events and other duties as assigned.

Conocimientos

English proficiency

Time management

Proactive problem solving

Educación

Bachelor's degree in Biomedical Eng

Herramientas

MATLAB

Python

Descripción del empleo

Who we are

At Neuroelectrics® we are on a mission to change brain health forever. We design and manufacture wearable medical devices that monitor and modulate brain activity—combining high‑density EEG with non‑invasive neurostimulation to help researchers and clinicians tackle some of the most challenging neurological and psychiatric conditions, from epilepsy and stroke to depression and Alzheimer's.

Our technology is used in leading universities, hospitals and research centres in more than 30 countries, and we are now expanding our commercial footprint in the EU.

Position Summary

Serves on the front lines by answering questions and troubleshooting technical problems through email and scheduled video calls when needed.

What will you do

• Give support to the customer after providing the product services.
• Resolve product or service problems by clarifying the customer's complaint; determining the root cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Launch customer outreach campaigns.
• Generate monthly statistics on customer feedback and customer support KPIs.
• Maintain customer records, provide troubleshooting guidance and perform root‑cause investigations in line with the approved procedures.
• Recommend potential products or services to management by collecting customer information and analyzing customer needs.
• Prepare product or service reports by collecting and analyzing customer information.
• Contribute to team effort by accomplishing related results as needed.
• Stay in close contact with the R&D team to find and fix the sources of errors.
• Perform active testing of medical devices.
• Provide replacements to customers according to the warranty process.
• Generate reports on the different devices of the company to check and validate our systems.
• Validate software’s generating reports in case there are bugs/suggestions and further issues.
• Develop and implement AI automation within the department.
• Perform Technical Support tasks.
• Attend events and travel to customer sites as necessary.
• Perform other duties as assigned.

What do you need

• Bachelor's degree in Biomedical Engineering, Electronic Engineering, Computer Science, or a related field; advanced degree preferred.
• Advanced English both written and oral.
• Willingness to travel and flexible mindset: with availability for occasional schedule flexibility / weekend support coverage, in accordance with operational needs and local labor regulations.
• Good time management skills and proactiveness.
• No previous experience is required.

You will be the perfect fit if you are/have

Valuable:

• Excellent communication skills.
• Strong client management skills.
• Electronics and software knowledge.
• Understanding of medical devices regulations.
• Experience using MATLAB and Python.
• Autonomous problem‑solving capacity and customer issues.
• Bio signals knowledge.

Skills:

• Passionate about making a difference, gifted with a can‑do attitude.
• Reliable, Responsible, and Respectful.
• Good communication and presentation skills.
• Ability to adapt and work effectively within a rapidly changing and growing environment.
• Entrepreneurial spirit with the hunger to succeed; act with a founder’s mindset: have urgency, grit, be adaptable to change, and push boundaries.
• Team‑player, collaborative, innovative, get things done.
• Show initiative in setting and meeting goals within an environment of managed change.
• Ability to work under pressure, responsible for multiple vital tasks in parallel.
• Commitment to quality.

If you join us, you will enjoy:

• Competitive salary in the sector (according to your experience/skills).
• 26 vacation days per year + 24th and 31st of December.
• Fully stocked kitchen (Coffee, organic fruits, snacks and beverages).
• Flexible working hours.
• Up to 6 days of working from home per month.
• Private health insurance, including dental coverage.
• Professional development and collaborative environment.
• Unique opportunity to join our company early with excellent market traction.
• Incredible office in Barcelona in Av. Tibidabo (shower, tennis table, stunning views of all of Barcelona, etc.).
• Team building events.