Technical Support Engineer
Technology, Data & Digital · IT Infrastructure & Security · Technical Support
In short
NI Support Engineers partner with engineers and scientists to ensure their success through deep technical knowledge of Products, Platforms and Systems. This role requires a Bachelor of Engineering, 2+ years of customer-facing technical experience, and knowledge of RF hardware or software.
Responsibilities
- Resolve technical issues for customers across all account tiers, accompanying a customer through the entire customer journey, from first point of contact, sale, and post-sales support.
- Build customer proficiency for all account tiers through standard services
- Educate customers through formal training and technical support engagements
- Scope and provide paid technical consulting when the predominant need is product/platform expertise
- Capture and document knowledge to enable self-service resolution
- Consistently apply KCS (knowledge centered service) methodology in all cases and collaboration, enabling customers to self-serve
- Identify content gaps through customer interactions
- Advocate for the customer experience within the company
- Provide feedback on improvements to the customer experience to relevant teams
- Report design, reliability, ore maintenance issues or bugs to R&D
- Report customer product feedback to product planning
Requirements
- Willing to work with aerospace and defense customers.
- Bachelor of Engineering required with preferred bachelor's in electrical or computer engineering
- 2+ years of work experience in a customer-facing technical role or other relevant industry experience.
- Experience owning and advocating for customer issues or needs by providing quick and valuable troubleshooting towards issue resolution, as well as owning internal escalation where necessary.
- Experience prioritizing multiple tasks.
- Knowledge of RF hardware or software (e.g vector signal analyzers, vector network analyzers), with foundational understanding of RF concepts like signal theory, SNR, FFT, and transmission theory
- Availability to travel up to 20% of the time
- Able to provide training to internal or external customers on NI products
Desired Qualifications
- Communicates Effectively – Comfortable communicating technical concepts to a range of backgrounds, one-on-one, or in front of a group. Confidently leads conversations to uncover customer’s technical, business, and personal needs.
- Manages ambiguity – Integrates information from disparate sources to identify underlying causes and find creative solutions. Driven to find a solution where others could not.
- Manages Complexity – Makes sense of complicated, interconnected, or large amounts of information
- Tech Savvy – Familiarity with NI software and hardware portfolio. NI certifications like CLA, CTD, CTA, CLED highly preferred. Else industry experience in RF test and measurement like 5G, OFDM, carrier frequency offset, BLE, radar test, etc.
- Action Oriented – Move quickly on opportunities and difficult challenges rather than waiting unnecessarily
- Decision Quality – Makes timely, well-reasoned decisions using appropriate analysis and judgement
- Customer Focus – builds problem solutions around customer needs and works to deliver meaningful customer value
Benefits
- Variety of medical insurance plans, with dental and vision coverage
- Employee Assistance Program
- 401(k)
- Tuition reimbursement
- Employee resource groups
- Recognition
- Flexible time off plans
- Paid parental leave (maternal and paternal)
- Vacation and holiday leave
Skills
RF hardwareRF softwaresignal theorySNRFFTtransmission theoryNI softwareNI hardwareRF test and measurement5GOFDMcarrier frequency offsetBLEradar test
#Technical Support#Engineering#Customer Support#Aerospace#Defense#RF#Hardware#Software#Training
About Emerson
Emerson is a leading global technology, software, and engineering company providing innovative solutions for customers in industrial and commercial markets. We help customers in the world’s most essential industries solve the biggest challenges of modern life. Every day, our global workforce fulfills our unified Purpose and lives out the Values we hold close as an organization: Integrity, Safety & Quality, Support Our People, Customer Focus, Continuous Improvement, Collaboration, and Innovation. Across the globe, we are united by a singular Purpose: We drive innovation that makes the world…
Company
EmersonJob Posted
2 days ago
Employment Type
Full Time
Work mode
On Site
Experience Level
Associate
Locations
Austin, United States
Qualification
Bachelor
Applicants
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