Software Defined Instruments Support Engineer

Emerson•Austin, TX

About The Position

Technical Support Engineers (TSEs) partner with engineers and scientists to support their success through deep technical knowledge of products, platforms, and systems. They respond to and anticipate technical needs, help customers maintain or accelerate development schedules, build customer loyalty, and serve as trusted technical partners. TSEs advocate for customers by recommending platform and system improvements to R&D, sharing customer insights with Sales, and ensuring NI is prepared to support new products and systems. In this role, the Senior TSE resolves technical issues for Enterprise and Strategic Tier customers, particularly involving USRP hardware and Open Source UHD software for software-defined radio (SDR) applications. The role serves as a recognized technical advisor to the Global Support Organization and top-tier accounts working on complex SDR applications. It provides technical insights to Sales on customer applications in wireless research, electronic warfare, signals intelligence (SIGINT), and radar, and resolves escalations from technical stakeholders and less-tenured TSEs around the world. The position develops technical proficiency through training, consulting, knowledge documentation, and collaboration with R&D and other teams. It also advocates for improvements to the customer experience, USRP hardware, and Open Source UHD software. The role requires willingness to work with aerospace and defense customers and travel up to 20% of the time. The employer will not provide visa sponsorship.

Requirements

Bachelor's degree in Engineering or Computer Science.
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 by providing timely, valuable troubleshooting and taking ownership of internal escalation when necessary.
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 on NI products to internal or external customers.
Willingness to work with aerospace and defense customers.
Must be legally authorized to work in the United States; visa sponsorship is not available now or in the future.

Nice To Haves

Bachelor's degree in Electrical Engineering or Computer Engineering preferred.
Comfort communicating technical concepts to people with varied backgrounds, individually and in groups.
Ability to lead conversations that uncover customers’ technical, business, and personal needs.
Ability to integrate information from disparate sources to identify underlying causes and develop creative solutions.
Familiarity with NI software and hardware products.
NI certifications such as CLA, CTD, CTA, or CLED; these are highly preferred.
Ability to thrive in a changing work environment and interest in how engineers and scientists solve complex challenges.
Experience coaching and mentoring others through formal or informal leadership roles.

Responsibilities

Resolve technical issues for customers, focusing on Enterprise and Strategic Tiers.
Serve as a recognized advisor on USRP hardware and Open Source UHD software for SDR applications, supporting the Global Support Organization and top-tier accounts with complex SDR applications.
Provide Sales with technical insights into customer applications in wireless research, electronic warfare, signals intelligence (SIGINT), and radar to help expand opportunities for SDR systems.
Resolve USRP hardware and Open Source UHD software issues escalated by technical stakeholders and less-tenured TSEs globally.
Partner with Sales to recommend support strategies for targeted accounts.
Resolve platform and systems issues escalated by NI stakeholders across regions.
Manage critical escalations to R&D and maintain relationships with R&D Support Coordinators and developers.
Identify and anticipate organizational technical gaps and work with management to build product, system, or technical expertise.
Provide advanced or customized training and continuing education to other TSEs and customers.
Provide paid technical consulting, such as upgrade assistance, code reviews, and project onboarding, when platform and system expertise is the predominant need.
Demonstrate technical proficiency, stakeholder communication, and scope and risk assessment through Technical Assessments.
Capture and document knowledge and processes to enable self-service resolution and improve department proficiency.
Recommend KCS methodology in cases and escalations; review and validate technical accuracy in frequently used content and help maintain a healthy knowledge base.
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 to create or update New Product/System Support Plans, and communicate the strategy within the region.
Provide cross-functional feedback on ways to improve the customer experience.
Recommend product improvements for USRP hardware and Open Source UHD software.
Report design, reliability, maintenance issues, and bugs to R&D.
Share deep technical knowledge of USRP hardware, Open Source UHD software, SDR applications, and market needs as input to R&D and product roadmaps.

Benefits

Medical insurance plans
Dental coverage
Vision coverage
Employee Assistance Program
401(k)
Tuition reimbursement
Employee resource groups
Recognition programs
Flexible time off plans
Paid parental leave, including maternal and paternal leave
Vacation leave
Holiday leave
Flexible, competitive benefits plans addressing physical, mental, financial, and social needs