Staff Technical Support Engineer

hace 3 semanas

Ciudad Juarez, México 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 by recommending Platform and System improvements to R&D, providing customer insights to sales, and making sure NI is ready to support new Products and Systems.**Key Responsibilities****Anticipates and resolves technical issues for customers across all account tiers**:- With advanced **Product, Platform and System technical knowledge **a Staff TSE accompanies our customers through their entire project, anticipating and resolving technical issues to ensure their success.- First point of **escalation **for Product, Platform and System technical knowledge.- Manages critical **escalations to R&D **.- Identifies new sales opportunities in technical support interactions.- Provides technical support to NI’s **Partners.**:- Collaborates on **proof-of-concepts **to showcase the technical capabilities of NI's platform.**Builds customer proficiency through standard services**:- Educates customers through **formal training **and through technical support engagements.- Help accelerate customer’s projects through **technical consulting **.**Captures and documents knowledge to enable self-service resolution**:- **Consistently **applies Knowledge-Centered Service (KCS) methodology.- Enables customers to self-serve by creating and editing Knowledge Base articles.**Advocates for the customer experience within the company**:- Provides customer experience improvement feedback to relevant functions.- Reports design, reliability, or maintenance issues or bugs to R&D.**Basic**:- Bachelor’s degree in Engineering, preferably Electrical, Electronics, Mechanical, Mechatronics or Computer Engineering- Intermediate or advanced English level, oral and written. (B2+ or above)- 2+ years work experience in a customer-facing technical role.- Experience owning and advocating for customer issues or needs and prioritizing multiple tasks.- Proficiency in one or more programming languages is required. (LabVIEW experience is preferred)- Availability to travel up to 15% of time throughout the Americas.**Preferred**:- **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.- **Language **- Intermediate or advanced Portuguese level, oral and written. (B2+ or above)- **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 multitude of ways that engineers and scientists solve tomorrow’s grand challenges.- **Leader **- Experience coaching and mentoring others, through formal or informal leadership roles.

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