Staff Technical Support Engineer

Emerson • Austin, TX

9h

About The Position

Technical Support Engineers (TSE) partner with customers to ensure their success through deep technical knowledge of test and measurement products, platforms and systems. TSEs respond to and anticipate technical needs to help maintain or accelerate our customers' development schedule, building customer loyalty and gaining a reputation as trusted technical partners. TSEs advocate for our customers by recommending Platform and System improvements to R&D, providing customer insight to sales, and making sure NI is ready to support new Products and Systems. This role requires ability to work with ITAR material and aerospace and defense customers. This is not an IT-centric role and instead relies on electrical and computer engineering skills.

Requirements

• Bachelor of Engineering or Computer Science required with preferred bachelor's in electrical engineering, Computer Engineering, or Computer Science.
• 3-5 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 quick and valuable troubleshooting towards issue resolution, as well as owning internal escalation where necessary.
• Experience prioritizing multiple tasks.
• RF test fundamentals like S-parameters, VSWR (return loss, and reflection coefficient), Power measurements (dBm, dBW, RMS versus peak)
• RF test equipment familiarity (NI VRTS preferred, other vector or spectrum analyzers acceptable)
• FPGA familiarity
• Proficiency in one or more programming languages is required. (LabVIEW experience is preferred, else C#, C++, or Python).
• Availability to travel up to 20% of time.
• US person, able to support aerospace and defense customers with related materials. This role does not provide VISA sponsorship
• Familiarity with Linux systems (Ubuntu or RHEL)

Nice To Haves

• Communication – You are comfortable communicating technical concepts to a range of backgrounds, one-on-one, or in front of a group. You confidently lead conversations to uncover customer’s technical, business, and personal needs.
• Problem Solver – Integrates information from disparate sources to identify underlying causes and find creative solutions. Driven to find a solution where others could not.
• Technical – Familiarity with GNU radio, USRP, UHD open-source, or other similar projects. CLA, CTA or CLED certifications are highly preferred (NI product certs).
• Dynamic – Thrives in an environment where the work changes from day to day. You are fascinated by the multitude of ways that engineers and scientists solve tomorrow’s grand challenges.
• Leader – Experience coaching and mentoring others, through formal or informal leadership roles.
• Domain – Experienced in the test and measurement industry. The ideal candidate may have a background in one of NI’s target market segments – industry certifications are desirable

Responsibilities

• Resolves technical issues for customers focusing on Enterprise and Strategic Tiers
• With advanced Product, Platform, System technical knowledge, and industry expertise a staff TSE accompanies our customers at any point of the Customer Journey, resolving technical issues to ensure customer success.
• Partners with Sales to recommend a support strategy for targeted accounts and answer simple product and system questions.
• Resolves platform and systems issues escalated by NI Stakeholders in AMER region.
• Escalates complex technical issues internally to the appropriate support group while maintaining ownership of customer interaction.
• Builds customer & department technical proficiency through standard services
• Educates other TSEs through advanced or customized training & continuous educations.
• Provides paid technical consulting (e.g., upgrade assistance, code reviews, project onboarding) when the predominant need is platform and system expertise. displaying technical proficiency and good communication with stakeholders, and scope/risk assessment skills demonstrated through Technical Assessments.
• Captures and documents knowledge/processes to enable self-service resolution and department proficiency.
• Consistently recommends KCS methodology in all cases and escalations, reviews and validates technical accuracy in top utilized content, enabling customers to self-serve by influencing and curating a healthy knowledge base.
• Identifies content gaps and provides feedback while delivering support services.
• Partners with R&D to create and update internal training and product documentation.
• Provides feedback on improvements to the customer experience to relevant teams cross-functionally
• Reports design, reliability, or maintenance issues or bugs to R&D
• Contributes to team development by sharing customer insights

Benefits

• We provide a variety of medical insurance plans, with dental and vision coverage.
• Employee Assistance Program, tuition reimbursement, employee resource groups, recognition, and much more.
• Our culture prioritizes work-life balance and offers flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level