National Instruments Hiring For Staff Technical Support Engineer at Austin, TX Full Time

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 making sure NI is ready to support new Products and Systems.

Key Responsibilities

• 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.
• Identifies new sales opportunities in support interactions and shares insight through sales channels.
• Builds customer proficiency for all account tiers through standard services​
• Educates customers through formal training and through 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.

Qualifications

Basic

• Bachelor’s of Engineering or Computer Science required; preferred Bachelor’s in Electrical Engineering, Computer Engineering, or Computer Science.
• 2 years of experience in customer-facing roles.
• Proficiency in one or more programming languages is required. (LabVIEW experience is preferred)
• Availability to travel up to 20% of the time throughout the US and Canada

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.
• 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 tomorrow’s grand challenges.
• Collaborative – Team oriented with the ability to effectively collaborate with peers.