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Salary: USD 33.65 - 0 / hourly
Beacon Biosignals is transforming precision medicine for the brain through at-home EEG platforms for clinical development and diagnostics. The Customer Experience Specialist will join the Customer Experience team, reporting to the Manager of Customer Experience, as a highly customer-facing role combining frontline support with hands-on technical troubleshooting.
You will work directly with healthcare professionals, sleep laboratories, medical practices, customer IT teams, and internal colleagues to solve problems ranging from account and workflow questions to complex software, hardware, and customer-environment issues. This role is designed for someone who enjoys solving problems with customers rather than routing them elsewhere. You will investigate issues, reproduce problems, gather technical evidence, identify potential causes, and resolve issues independently whenever possible, partnering with specialized internal teams when deeper expertise is required.
Key responsibilities include:
- Serve as a responsive point of contact through phone, ticket, email, and virtual meetings in a high-volume support environment
- Take ownership of customer issues from initial contact through resolution, including both frontline support and technically complex problems
- Independently troubleshoot Beacon software, medical devices, user accounts, customer workflows, and Windows computing environments
- Investigate software problems by reproducing behavior, gathering logs and technical details, identifying variables, and documenting reproduction steps
- Use SQL, data, logs, and system information to investigate problems beyond scripted troubleshooting
- Engage specialized teams (Tier 2, Product, Engineering, Systems Integration) when deeper system access or expertise is required, providing clear reproduction steps and technical evidence
- Translate effectively between customers and technical teams, explaining technical concepts to nontechnical users
- Identify recurring issues and trends to help move toward scalable, systemic solutions
- Maintain clear documentation in CRM, ticketing, and operational systems
- Contribute to internal knowledge resources, troubleshooting guides, and customer-facing documentation
- Participate in customer onboarding, training, and account follow-up activities
- Provide actionable customer feedback to Product and Engineering teams
- Collaborate across Customer Experience, Clinical, Sales, Systems Integration, Product, Engineering, Quality, and Operations teams
- Demonstrate calm judgment, adaptability, curiosity, empathy, and professionalism when working with customers experiencing urgent or complex problems
The role is fully remote and U.S.-based with an 8 AM - 5 PM PT schedule. Candidates may reside anywhere in the United States. Travel of up to approximately 20% may be required for customer visits, conferences, training, and company meetings. Beacon has in-person office hubs in Boston and New York.
REQUIREMENTS:
Required:
- 3+ years of professional experience, including at least 2 years providing direct technical support to external customers, healthcare users, or end users
- Demonstrated experience providing direct customer-facing technical support, including troubleshooting by phone, video, screen sharing, or similar real-time channels
- Demonstrated technical troubleshooting experience involving software, hardware, connected devices, Windows environments, or customer computing environments
- Working knowledge of SQL, including ability to construct and execute queries to investigate data, customer issues, or application behavior
- Experience investigating technical problems beyond scripted troubleshooting, including identifying variables, reproducing issues, gathering technical evidence, reviewing logs or system information, documenting findings, and determining appropriate next steps
- Experience working in a high-volume support environment while maintaining ownership, documentation quality, responsiveness, and customer follow-through
- Exceptional customer-facing communication skills, including ability to communicate professionally with both technical and nontechnical audiences
- Demonstrated ability to remain calm, adaptable, and solution-oriented when customers are frustrated, priorities compete, or problem causes are unclear
- Willingness and ability to handle the full spectrum of customer support work, from frontline phone and ticket coverage through advanced technical troubleshooting
- Strong written communication and documentation skills
- Ability to translate technical information for nontechnical audiences and customer workflow requirements for technical audiences
- Comfort working across multiple software systems, communication channels, and competing priorities
- Ability to work independently in a remote environment while collaborating effectively across technical, clinical, and operational teams
- Ability to consistently work the designated Central or Pacific Time coverage schedule
- Ability to travel up to approximately 20% based on business needs
Preferred:
- RPSGT, CPSGT, RRT, CRT, EEG/neurodiagnostic credential, nursing credential, or another relevant allied-health credential or completed allied-health educational program
- Associate's degree (AA/AS) or higher in Information Technology, Computer Science, Information Systems, Healthcare Technology, Respiratory Care, Polysomnography, Neurodiagnostics, or another relevant technical, clinical, or allied-health discipline
- Bachelor's degree (BA/BS) in a relevant technical, clinical, healthcare, or related discipline
- Experience in sleep medicine, sleep technology, neurodiagnostics, respiratory care, or another clinical diagnostic environment
- Experience supporting healthcare professionals, hospitals, sleep laboratories, clinics, or busy medical practices
- Experience working directly with hospital or customer IT departments
- Experience supporting medical devices and associated software
- Experience with Windows Device Manager, device drivers, USB/serial-connected hardware, browser troubleshooting, or related endpoint technologies
- Experience reviewing application or system logs and using them to investigate technical issues
- Experience with CRM, ticketing, or case-management platforms
- Experience supporting SaaS or cloud-based applications
- Experience working within a Quality Management System (QMS) or other regulated healthcare or medical-device environment
- Experience partnering with Product or Engineering teams to reproduce bugs, document customer impact, and support technical resolution
- Experience with EHR/EMR systems, healthcare integrations, APIs, networking concepts, or adjacent healthcare technology
