Are you excited by helping fellow engineers and scientists solve tomorrow?s grand challenges? Do you live for that ?aha!? moment when solving a complex technical problem? Are you at your best working in a collaborative environment where you can discuss ideas and consult with fellow engineers about troubleshooting steps? Is having a diverse range of work to tackle in a given day a must-have in your career? If so, join our team and help NI?s customers achieve long-term success!
About the job
Technical Support Engineers (TSE) partner with customers to ensure their success through deep technical knowledge of 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 recommending Platform and System improvements to R&D, providing customer insight to sales, and make sure NI is ready to support new Products and Systems.
Resolves technical issues for customers focusing on Enterprise and Strategic Tiers
With advanced Product, Platform, System technical knowledge, and industry expertise a Senior 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.
Resolves platform and systems issues escalated by NI Stakeholders across all regions.
Manages critical escalations to R&D and maintains relationship with R&D Support Coordinators and Developers.
?Builds customer & department technical proficiency through standard services?
Educates other TSEs through advanced or customized trainings & 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 to the content team.
Partners with R&D to create and update internal training and product documentation.
Collaborates with Services Engineering in the creation/update of New Product/System Support Plans partnering with R&D, product planning and Support Operations. Communicates the strategy with their region.
?Advocates for the customer experience within the company?
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