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Blackrock Neurotech Logo Blackrock Neurotech · IT - Administration

Support Engineer I

United States, Salt Lake City · Job Posted January 15, 2026
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Job Description

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.

Job Responsibility

  • 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

Requirements

  • Bachelor’s degree in a scientific or engineering discipline required
  • 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

Nice to have

  • 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++
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