Senior Technical Support Engineer

Senior Technical Support Engineer RF Taipei

The Role

NI Technical Support Engineer (TSE) supports key customers to ensure their success through deep technical expertise of NI Products and Platforms. 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 Product and Platform improvements to R&D providing customer insight to sales and make sure NI is ready to support new Products.

In This Role Your Responsibilities Will Be:

• Resolve technical issue for customers across all tires
  • Enablesuccess ofkey customers by delivering professional pre-sales support (quick assistance POC Demo etc.) and premium technical consultation service (Code Review Design Assistance System Migration/Upgrade Assistance etc.)
  • Effectively handle APAC technical escalations on specific NI product/platform from all the NI frontline engineering teams
  • Provides customer experience improvement feedback to relevant collaborate with NI Global Product R&D to provide insight and influence during the whole product lifecycle
  • Responsible for researching replicating performing customers root cause analysis and providing solution to customers within SLA time frame.
• Build team and customer technical proficiency
  • Identifies and anticipates technical gapswithin the organization andworks with managementto build that product system or technical expertise.
  • Educates customers through training and technical support customers through basic product startup application troubleshooting and/or maintenance of solutions.
• Advocates for the customer experience within the company
  • Reports design reliability or maintenance issues or bugs to R&D that arise during single incident support interactions.
  • Advances complex technical issues internally to the appropriate group while maintaining ownership of customer interaction.
• Enable customers to self-service
  • Captures and documents knowledge to enable self-service resolution. Learns and adopts Knowledge-Centered Service (KCS) methodology.
  • Enables customers to self-service by creating and editing Knowledge based articles.
  • Use prior technical expertise to actively engage in problem resolution.

Who You Are:

• Communication Excellent verbal and written communication skills. You are comfortable communicating technical concepts to a range of backgrounds one-on-one or in front of a group.
• Problem Solver Integrates information from disparate sources to identify underlying causes and find creative solutions. Sees beyond short-term issues to understand the bigger picture.
• Technical Familiar with electronic circuit design concepts and basic electronic instrumentation.
• Dynamic Thrives in an environment where the work changes from day to day. You are fascinated by the multitudes of ways that engineers and scientists solve tomorrows grand challenges.
• Collaborative Team oriented with the ability to effectively collaborate with peers.

For This Role You Will Need:

• Bachelors or masters degree in STEM (Science Technology Engineering or Math)
• 5 years of relevant experienceonRF applications (wireless open-source SDR) and relevant industry
• Demonstrated expertise onone of the following programming languages in software design and implementation
  • LabVIEW
  • C
  • C#
• Good at team working and collaboration
• Willing and able to travel domestically or internationally
• Excellent verbal written interpersonal communication skills Fluency in English.

Preferred Qualifications That Set You Apart:

• NI Certification and products experience is a plus.
• Experience on FPGA and Verilog
• Experience ononsite professional service and technical consultation

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 perspectivesbecause 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 competitive benefits plans a variety of medical insurance plans Employee Assistance Program 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.