Customer Success Engineer

• 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.

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

• Gives support to the customer after providing the product services. 
• Resolves 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. 
• Launches customer outreach campaigns. 
• Generates monthly statistics on customer feedback and customer support KPIs. 
• Maintains customer records, provides troubleshooting guidance and performs root cause investigations in line with the approved procedures.. 
• Recommends potential products or services to management by collecting customer information and analyzing customer needs. 
• Prepares product or service reports by collecting and analyzing customer information.
• Contributes to team effort by accomplishing related results as needed. 
• Close contact with the R+D team to find and fix the sources of errors. 
• Performs active testing of medical devices 
• Provide replacements to customers according to the warranty process. 
• Generates reports on the different devices of the company to check and validate our systems. 
• Validates software’s generating reports in case there are bugs/suggestions and further issues.
• Develops and implements AI automation within the department. 
• Performs Technical Support tasks.
• Attends events and travels to customer sites as necessary
• Performs other duties as assigned.

• 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

• 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.