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Senior Support Engineer

3 weeks ago

Austin, Texas, United States Emerson Full time

Technical Support Engineers (TSE) partner with engineers and scientists 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 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.

Key Responsibilities

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 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 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

Qualifications

Basic

  • US Citizen required, willing to work with Aerospace and Defense companies
  • Bachelor of Engineering or Computer Science required with preferred bachelor's in electrical engineering, Computer Engineering, or Computer Science.
  • 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.
    Experience with PXI modular instruments - especially SMUs (or function generators, digital multimeters, digital serializers, etc.)

Preferred

  • 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 SMU (source measurement unit) hardware. CLA, CTA or CLED NI certifications are highly preferred. Semiconductor test experience a plus.
  • 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.

Our Culture & Commitment to You

At Emerson, we prioritize a workplace where every employee is valued, respected, and empowered to grow. We foster an environment that encourages innovation, collaboration, and diverse perspectives—because we know that great ideas come from great teams. Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact. We believe diverse teams, working together are key to driving growth and delivering business results.

We recognize the importance of employee wellbeing. We prioritize providing flexible, competitive benefits plans to meet you and your family's physical, mental, financial, and social needs. We provide a variety of medical insurance plans, with dental and vision coverage, Employee Assistance Program, 401(k), tuition reimbursement, employee resource groups, recognition, and much more. Our culture offers flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.

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