The Job

Technical Support Engineer

Technology, Data & Digital · Software & Web Development · Software Engineering · QA & Testing

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In short

The Technical Support Engineer will troubleshoot and resolve technical issues with NI software, hardware, platforms, and systems, providing remote and on-site support. Responsibilities include customer issue management, field service, and collaborating with internal teams to ensure customer success and continuous improvement.

Responsibilities

  • Probe, replicate, diagnose, and troubleshoot technical issues involving NI software, hardware, platforms, systems, automated test equipment, and distributed I/O applications.
  • Provide responsive technical support through digital channels, from the NI office, and at customer locations.
  • Guide customers through product start-up, application troubleshooting, system recovery, and solution maintenance.
  • Act as the technical point of escalation for complex product, platform, and system issues while maintaining ownership of the customer interaction.
  • Collaborate with R&D, Manufacturing, Services Engineering, Logistics, Calibration providers, and other internal teams to identify root causes, workarounds, and sustainable resolutions.
  • Perform proactive, preventive, and corrective maintenance at customer facilities.
  • Provide first-responder support for customers covered by service or managed service agreements.
  • Troubleshoot NI test equipment and customer test stations supporting large-scale deployments and production environments.
  • Provide start-up and deployment assistance to help customers successfully implement and operate NI solutions.
  • Own and drive customer issues and large-system escalations to timely resolution in line with applicable service-level commitments.
  • Capture, maintain, and improve technical knowledge using Knowledge-Centered Service (KCS) practices to enable consistent support and self-service resolution.
  • Leverage prior cases and technical experience to improve the efficiency and effectiveness of digital and web-based support content.
  • Deliver customer education, coaching, and custom training relevant to the customer’s application and support environment.
  • Identify product quality, feature, usability, design, manufacturing, and support-readiness gaps and provide actionable feedback to relevant teams.
  • Advocate for system and platform enhancements based on customer experience and field observations.

Requirements

  • Experience troubleshooting technical issues involving hardware, software, platforms, systems, or automated test equipment.
  • Ability to diagnose problems, identify root causes, and implement sustainable solutions.
  • Strong customer-facing communication and relationship-building skills.
  • Ability to work effectively with cross-functional teams including R&D, Manufacturing, Services Engineering, Logistics, and Sales.
  • Willingness and ability to travel up to 75% based on customer and business needs.
  • Commitment to delivering high-quality technical support while meeting service-level commitments and customer satisfaction expectations.

Desired Qualifications

  • Experience supporting NI products, platforms, systems, or automated test equipment.
  • Knowledge of test and measurement applications, distributed I/O systems, and production test environments.
  • Experience providing field service, preventive maintenance, or managed services support.
  • Familiarity with Knowledge-Centered Service (KCS) practices and technical knowledge management.
  • Experience delivering customer training, technical coaching, or application support.
  • Understanding of large-scale deployments and production environments.

Benefits

  • Competitive benefits plans.
  • Variety of medical insurance plans.
  • Employee Assistance Program.
  • Employee resource groups.
  • Recognition.
  • Flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.
#Technical Support#Engineer#Remote#Bangkok#Thailand#NI#Emerson#Automation#Software#Hardware#Support
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Company

Emerson

Job Posted

1 day ago

Employment Type

Full Time

WorkMode

Remote

Experience Level

Mid-Senior

Locations

Bangkok, Thailand

Applicants

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