Software Defined Instruments Support Engineer

Emerson•Austin, TX

About The Position

Technical Support Engineers partner with engineers and scientists to ensure customer success through deep technical knowledge of products, platforms, and systems. They respond to and anticipate technical needs, help maintain or accelerate customers’ development schedules, build customer loyalty, and serve as trusted technical partners. They advocate for customers by recommending platform and system improvements to R&D, sharing customer insights with Sales, and helping ensure NI is ready to support new products and systems. In this role, the Senior Technical Support Engineer supports enterprise and strategic-tier customers, serving as an advanced advisor on USRP hardware and Open Source UHD software for software-defined radio (SDR) applications. The role resolves complex customer and internal escalations, partners with Sales on support strategies, and coordinates critical escalations with R&D. It also builds technical proficiency through training and consulting, develops and maintains support knowledge and documentation, and represents customer needs in product and customer-experience improvements. The position requires willingness to work with aerospace and defense customers, U.S. work authorization without current or future sponsorship, and availability to travel up to 20%.

Requirements

Bachelor of Engineering or Computer Science; a bachelor's degree in electrical engineering or computer engineering is preferred.
At least 5 years of work experience in a customer-facing technical role or other relevant industry experience.
Experience owning and advocating for customer issues or needs, providing timely and valuable troubleshooting through resolution, and managing internal escalations when needed.
Experience prioritizing multiple tasks.
Advanced knowledge of RF, USRP, SDR, or Open Source UHD software.
Availability to travel up to 20% of the time.
Ability to provide advanced training to internal or external customers on NI products.
Willingness to work with aerospace and defense customers.
Must be legally authorized to work in the United States without current or future visa sponsorship.

Nice To Haves

Preferred bachelor's degree in electrical engineering or computer engineering.
Familiarity with NI software and hardware portfolio.
NI certifications such as CLA, CTD, CTA, or CLED; these are highly preferred.
Comfort communicating technical concepts to audiences with varied backgrounds, one-on-one and in groups, and leading conversations to uncover customer technical, business, and personal needs.
Ability to combine information from disparate sources to identify root causes and develop creative solutions.
Thrives in a changing work environment and is interested in the varied ways engineers and scientists solve complex challenges.
Experience coaching and mentoring others through formal or informal leadership roles.

Responsibilities

Resolve technical issues for enterprise and strategic-tier customers, particularly complex SDR application issues involving USRP hardware and Open Source UHD software.
Provide advanced technical advice and insights on customer SDR applications in wireless research, electronic warfare, signals intelligence, and radar, and share relevant opportunities with Sales.
Resolve escalations from technical stakeholders and less-tenured TSEs around the world, as well as platform and system issues escalated by NI stakeholders across regions.
Partner with Sales to recommend support strategies for targeted accounts.
Manage critical escalations to R&D and maintain relationships with R&D Support Coordinators and developers.
Identify organizational technical gaps and work with management to build product, system, and technical expertise.
Deliver advanced or customized training and ongoing education to TSEs and customers.
Provide paid technical consulting, such as upgrade assistance, code reviews, and project onboarding, when platform and system expertise is the primary need; demonstrate communication, technical assessment, and scope and risk assessment skills.
Promote KCS methodology in cases and escalations, and review and validate the accuracy of heavily used knowledge content to support customer self-service.
Identify content gaps and provide feedback to the content team.
Partner with R&D to create and update internal training and product documentation.
Collaborate with Services Engineering, R&D, product planning, and Support Operations on new product and system support plans, and communicate the strategy to the region.
Provide cross-functional feedback on customer-experience improvements.
Recommend improvements to USRP hardware and Open Source UHD software, and report design, reliability, maintenance issues, or bugs to R&D.
Provide deep technical knowledge of USRP hardware and Open Source UHD software, market needs, and input to R&D and product roadmaps.