Application Scientist

We're excited to expand our Customer Success team by hiring an Application Scientist who will be a key member of our Commercial Organization.  Our Customer Success team's mission is to make customers successful in adopting the technologies, retaining our customers, and reinforcing the positive brand and customer experience.  You’ll accomplish this by acting as a trusted expert to our customers, offering prompt technical advice, troubleshooting assistance and generating high quality customer training material.  What’s unique about this role is it’s a junction of science and business.  You’ll have the opportunity to work cross-functionally to support product launches and serve as a technical expert on the inner workings of our products.  Your role will directly increase customer satisfaction and loyalty contributing to the overall success of the business.  If you want to use your scientific skills in a business focused role; and have a passion for helping customers, this could be the right opportunity for you.

Responsibilities:

• Independently troubleshoot and resolve technical customer cases (i.e., biology, hardware, software) and inquiries by email and phone in a quick and positive manner
• Prioritize customers’ needs and demonstrate a sense of urgency and professionalism, through thoughtful written and verbal interactions
• Follow operational and documentation processes while also proactively identifying opportunities to improve efficiency
• Lead training sessions of Inscopix personnel on existing and new products as necessary
• Develop customer training materials and design training modules on the learning portal to drive customer engagement
• Seek creative ways to enhance the customer success journey that can impact the growth of Inscopix’s business
• Represent the company and Customer Success team in a positive manner when working with a customer, attending conferences, or hosting an Inscopix related event
• Support new product launches by working closely with the Development, Operations and Marketing teams and delivering on product manuals, quick start guides etc.  Also shares customer voice to contribute to development of new products.
• Assist in the development and improvement of key commercial processes to ensure that Inscopix provides world class support to its customers
• Fulfill other related responsibilities that are aligned with providing a positive customer experience such as ensuring customer orders are placed and shipped on time
• Participate in projects that accelerate customer success-like complaint analysis, customer surveys, Voice of Customer reports etc.
• Update customer records in CRM database and maintain customer data integrity

Required Qualifications:

• PhD in Neuroscience or closely related field in the Biological Sciences
• Expertise with in vivo calcium imaging (1P or 2P), fiber photometry, in vivo electrophysiology OR optogenetics
• Growth mindset and creative problem-solving skills - ability to solve novel problems while maintaining a positive attitude
• Experience in analyzing complex data and troubleshooting hardware, software and consumable issues
• Excellent time management and organizational skills with the ability to balance speed with quality
• Ability to work effectively and productively, both independently and cross functionally
• Outstanding listening, communication and interpersonal skills
• Ability to adapt quickly to new projects and challenges
• Prior teaching experience and experience generating teaching/training content (protocols, slides) is a must

Desired Qualifications:

• Experience with nVista and/or nVoke technology
• Expertise with MATLAB and/or Python programming
• 2+ years technical support or field applications support experience in life sciences
• Demonstrated ability to introduce new customer support initiatives and projects
• Demonstrated ability using a CRM (SFDC) software
• Prior experience with content creation and instructional design tools/software and implementing Learning Management Systems

Location:  Palo Alto, California

• This position is based out of our Palo Alto office.  The Application Scientist is expected to be in the office daily once we are not in the remote work situation. 

To Apply:

Please forward cover letter and resume

About Inscopix:

Inscopix is a neurotechnology company developing a platform and full stack for real-time brain mapping.  Our vision at Inscopix is to drive new treatments to dramatically improve the health and well-being of people suffering from debilitating brain and nervous system disorders.  Inscopix’s flagship products, nVista and nVoke, have been deployed in over 400 research institutions across the world resulting in over 100 top-tier scientific publications and empowering breakthroughs in Alzheimer’s, Parkinson’s, psychiatric disorders, chronic pain, and addiction.  Based in Palo Alto, the Inscopix team brings together deep domain expertise in neuroscience, engineering, and data science.  Advised and backed by industry luminaries and investors, Inscopix has been recognized as a World Economic Forum Technology Pioneer, and by Deloitte as one of North America’s fastest growing technology companies. 

Inscopix is an equal employment opportunity employer.