Customer Success & Technical Support Engineer

We are looking for a driven, service-minded and technically strong Customer Success & Technical Support Engineer who enjoys solving complex software, Windows, connectivity and hardware issues — and who wants to help build a smarter, AI-enabled support experience for customers around the world.You are not just handling and closing support tickets. You investigate what is really happening, help customers get their NeXus systems, sensors and BioTrace+ software working reliably, and turn recurring questions into better documentation, better AI support and product improvements.Solve real technical problems — and make the whole customer experience smarterMind Media develops professional neurotechnology used worldwide. Our NeXus systems, physiological sensors and BioTrace+ software are used in biofeedback, neurofeedback, research, rehabilitation, mental performance and other professional applications.Our products combine software, Windows PCs, connectivity, electronics and physiological sensors. That makes technical support both challenging and varied.What you will doYou will provide hands-on 2nd-line customer & technical support to customers, distributors and partners worldwide. Typical topics include:

• Windows installation and configuration issues;
• BioTrace+ software setup and behaviour;
• USB, Bluetooth, drivers and connectivity;
• NeXus hardware recognition and configuration;
• physiological sensors and signal-quality issues;
• software licences and user configuration;
• reproducing suspected bugs;
• analysing logs, screenshots and customer configurations;
• coordinating escalations with R&D when deeper engineering investigation is needed.

You systematically isolate problems instead of simply forwarding them.Build the support system, not only answer questionsAn important part of this role is continuously improving how customers get help. You will:

• turn recurring questions into high-quality how-to articles;
• improve and structure our technical knowledge base;
• break larger Academy material into practical how-to and fundamental-knowledge modules;
• improve troubleshooting flows and support playbooks;
• help develop AI-assisted support conversations across customer channels;
• evaluate and improve AI-generated responses before they reach customers;
• help prepare future in-product support and guidance inside BioTrace+;
• identify recurring technical issues and feed them back into product development and V&V.

We currently use Trengo for customer interactions and are actively evolving toward more AI-enabled support workflows.Who could fit this role?You might currently work as a:

• 2nd-line IT Support Engineer;
• Technical Support Engineer;
• Software Support Engineer;
• Application Support Specialist;
• System Administrator with strong customer-facing skills;
• SaaS support specialist with hands-on technical depth;
• hardware/software support engineer;
• technical application specialist.

We are especially interested in people who enjoy complex troubleshooting and can move comfortably between software, operating systems, connectivity and hardware.Education and experienceA relevant MBO-4, HBO or equivalent technical background is useful, for example in:

• ICT / IT infrastructure;
• Computer Science or Software Engineering;
• System & Network Engineering;
• Electrical Engineering;
• Mechatronics;
• Biomedical Engineering;
• another technically relevant field.

Formal education is less important than demonstrated technical ability, curiosity and structured problem solving.Ideally, you bring several years of experience in technical support, IT, software support or a comparable hands-on environment.What matters to us

• Strong troubleshooting skills in Windows environments.
• You know how to diagnose instead of guess.
• You can communicate calmly and clearly with customers.
• Good spoken and written English; our customers are international.
• You document what you find so others can reuse it.
• You are curious about hardware, software and how complete systems interact.
• You actively use modern AI tools and are interested in how AI can improve support, knowledge management and technical diagnostics.
• You are comfortable learning a new technical domain such as neurotechnology and physiological sensors.

Experience with Bluetooth, USB, drivers, networking, ticketing systems, log analysis, remote-support tooling or technical documentation is a strong advantage.Knowledge of medical devices, EEG, biofeedback or neurofeedback is welcome but not required.Opportunity to growFor someone with the right technical ambition, the role can grow toward:

• advanced product troubleshooting;
• verification & validation;
• software and hardware testing;
• test automation;
• AI-enabled support engineering;
• technical knowledge architecture;
• selected product-development activities.

We do not promise a software-development career as part of the role, but we do want to create room for technically ambitious people to broaden their contribution.

Why Mind Media?

You will work close to the actual products and the people who build them. A support issue can become a new test case, a product improvement, better documentation or a smarter customer workflow. You can build an international high-tech career from Limburg while working with an unusual combination of software, hardware, physiological signals, AI and neurotechnology.

Salaris: €2.500,00 - €4.100,00 per maand

Arbeidsvoorwaarden:

• Aandelenopties
• Pensioen
• Reiskostenvergoeding

Werklocatie: Fysiek