Staff Platform Support Engineer - 1 Year Contract
Staff Platform Support Engineer - 1 Year Contract
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Job Description
In this Role Your Responsibilities Will Be:
- Resolves technical issues for customers across all tiers
- With advanced Product Platform and System technical knowledge a Staff PSE Platform Support Engineers accompanies our customers through the entire Customer Journey (CEP) resolves technical issues to ensure customer success.
- First point of collaboration for Product Platform and System technical knowledge. (Informal escalations discussion forums collaboration)
- Coaches and educated less tenured PSEs in technical aspects and process actions.
- Recognizes sales opportunities in technical support interactions and communicates to the appropriate sales channel
- Builds customer proficiency for all account tiers through standardservices
- Educates customers through formal training and technical supportengagements.
- Scope and providepaid technical consulting whenthe predominant need is product/platform expertise.
- Captures and documents knowledge to enable self-service resolution
- Consistently applies KCS (Knowledge Centered Service) methodology in all cases and collaboration enabling customers to self-serve by creating and editing Knowledge Base How-To and other content forms.
- Identifies content gaps through customer interactions while delivering support services and provides feedback to the content team.
- Advocates for the customer experience within the company
- Provides feedback on improvements to the customer experience torelevant teams.
- Reports design reliability or maintenance issues or bugs to R&D
- Reports customer product feedback to Product Planning.
Who You Are:
- You will be working with multi-functional teams to solve customer issues & provide technical support.
- Proficiency in English
- Bachelor of Engineering or Computer Science required
- Strong interpersonal communication and soft skills (preferred experience in Customer-Facing roles)
- Strong problem-solving skills curious motivated to learned and excited with new technologies
- Knowledge in LabVIEW NI TestStand and NI software and hardware is great to have but not a must
- Required to be working in NI office and also customers site
- Availability to travel up to 20% of time throughout Asia Pacific.
- Preferred Bachelors in Electrical Engineering Computer Engineering or Computer Science.
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.
Required Experience:
Staff IC
Employment Type
Full-Time
