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Emerson · 4 hours ago

Senior Support Engineer

11500 North Mopac Expressway, Austin, TX, 78759, US

Full-time

Onsite

Senior Level

5+ years exp

Emerson is a leading company focused on providing technical support engineering solutions. They are seeking a Senior Support Engineer to partner with engineers and scientists to resolve technical issues, build customer loyalty, and advocate for customer experience improvements.

ElectronicsIndustrial AutomationInternet of ThingsLightingManufacturingSoftware

No H1B

U.S. Citizen Only

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

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

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

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

Qualification

Technical Support EngineeringCustomer AdvocacyPXI Modular InstrumentsSMU Hardware FamiliarityNI CertificationsCommunicationProblem SolvingLeadershipDynamic Adaptability

Required

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