Customer Experience Specialist

Beacon Biosignals is transforming precision medicine for the brain, from clinical development to clinical care. For Life Sciences partners, we offer the leading at-home EEG platform for clinical development of novel therapeutics for neurological, psychiatric, and sleep disorders. Our Diagnostics business is building the most comprehensive at-home platform for precision diagnostics, combining EEG and cardiopulmonary signals to deliver reimbursable assessments for sleep and central nervous system disorders.

Together, we re changing the way patients are diagnosed and treated for any disorder that affects brain physiology.

The Customer Experience Specialist will join Beacon s Customer Experience team and report to the Manager of Customer Experience. This role does not have direct reports. This is a highly customer-facing role combining frontline customer support with hands‑on technical troubleshooting across Beacon s software, devices, customer environments, and healthcare workflows. You will work directly with healthcare professionals, sleep laboratories, medical practices, customer IT teams, and Beacon 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, not simply routing them elsewhere. Successful candidates will be comfortable moving fluidly between frontline customer support and advanced technical troubleshooting. You will investigate issues, reproduce problems, gather technical evidence, identify potential causes, resolve issues independently whenever possible, and partner with specialized internal technical teams when deeper engineering, development, system access, or expertise is required.

The Customer Experience team operates in a high‑volume, rapidly evolving environment. This role requires someone who can manage competing priorities, maintain ownership across multiple customer needs, and adapt as Beacon s customer base, products, and support requirements continue to scale. Clinical and sleep‑medicine experience is highly valued, as is experience in healthcare technology, medical devices, application support, or technical customer support.

These positions are fully remote and U.S.

-based. This position is 8 AM - 5 PM PT. Candidates may reside anywhere in the United States. Travel of up to approximately
20% may be required based on company needs, including customer visits, conferences, training, and departmental or company meetings.

Beacon s robust asynchronous work practices ensure a first‑class remote work experience, but we also have in‑person office hubs available located in Boston and New York.

• Serve as a highly responsive and professional point of contact for customers through phone, ticket, email, virtual meetings, and other support channels.
• Provide reliable coverage in a high-volume customer support environment
  , balancing responsiveness with thoughtful investigation, ownership, and resolution.
• Take ownership of customer issues from initial contact through resolution whenever possible, including both frontline support and technically complex problems.
• Independently troubleshoot Beacon software, medical devices, user accounts, customer workflows, and customer computing environments.
• Work confidently and professionally with customer IT teams to investigate technical barriers and move issues toward resolution.
• Investigate software problems by reproducing reported behavior, gathering relevant logs and technical details, identifying variables, documenting reproduction steps, and distinguishing customer‑environment issues from potential product defects.
• Use available technical…