Technical Support Engineer 1

hace 2 días

Mexico City Metropolitan Area NI (National Instruments) A tiempo completo

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.

In this Role, Your Responsibilities Will Be:

  • Resolves technical issues for customers across all account tiers
  • Resolves customers' single incidents during installation, implementation, and/or maintenance of NI products and platforms.
  • Escalates
    complex technical issues internally to the appropriate support group while maintaining ownership of customer interaction.
  • Reports
    design, reliability, or maintenance issues or bugs
    to R&D that arise during single incident support interactions.
  • Builds customer proficiency for all account tiers through standard services
  • Educates customers through
    formal training
    and technical support engagements.
  • Guides customers through basic product startup, application troubleshooting, and/or maintenance of solutions.
  • Captures and documents knowledge to enable self-service resolution
  • Learns and adopts
    Knowledge-Centered Service (KCS) methodology.
  • Enables customers to self-serve by creating and editing Knowledge based articles.

Who You Are:

You build the customer relationships. You solicit both input and discussion. You make new connections and build relationships in other areas and teams.

For This Role, You Will Need:

  • Bachelor's of Engineering or Computer Science required; preferred Bachelor's in Electrical Engineering, Computer Engineering, Computer Science, or Mechatronic Engineering.
  • Proficiency in one or more programming languages is required. (LabVIEW experience is preferred).
  • Must demonstrate advanced proficiency in English communication (verbal and written).

Preferred Qualifications that Set You Apart:

  • Experience in customer-facing roles.
  • 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.
  • Integrates information from disparate sources to identify underlying causes and find creative solutions. Sees beyond short-term issues to understand the bigger picture.
  • Familiar with electronic circuit design concepts and basic electronic instrumentation.
  • 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 tomorrow's grand challenges.
  • Team oriented with the ability to effectively collaborate with peers.

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