Job details

Staff Technical Support Engineer

Our mission is to equip engineers and scientists with systems that accelerate productivity, innovation, and discovery

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Are you excited by helping fellow engineers and scientists solve tomorrow’s grand challenges? Do you live for that “aha!” moment when solving a complex technical problem? Are you at your best working in a collaborative environment where you can discuss ideas and consult with fellow engineers about troubleshooting steps? Is having a diverse range of work to tackle in a given day a must-have in your career? If so, join our team and help NI’s customers achieve long-term success!

About the job

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

Resolves technical issues for customers across all tiers

With advanced Product, Platform and System technical knowledge a Staff TSE accompanies our customers through the entire Customer Journey (CEP), resolves technical issues to ensure customer success.
First point of escalation for Product, Platform and System technical knowledge. (Informal escalations, discussion forums, collaboration)
Manages escalations to R&D.
Coaches and educated less tenured TSEs 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 standard services

Educates customers through technical support engagements.
Scope and provide paid technical consulting when the predominant need is platform and system expertise.

Captures and documents knowledge to enable self-service resolution

Consistently applies KCS (Knowledge Centered Service) methodology in all cases and escalations, 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 to relevant teams
Reports design, reliability, or maintenance issues or bugs to R&D
Reports customer product feedback to Product Planning.

Qualifications

Basic

Bachelor’s of Engineering or Computer Science required; preferred Bachelor’s in Electrical Engineering, Computer Engineering, or Computer Science.
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 US and Canada (Hybrid Fulltime based in Austin, TX).

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 multitude of ways that engineers and scientists solve tomorrow’s grand challenges.
Leader – Experience coaching and mentoring others, through formal or informal leadership roles.
Domain – Experienced in the test and measurement industry. The ideal candidate may have a background in one of NI’s target market segments.

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Why NI?

There are many reasons to consider joining a company. Key among them are the people, the ideas, and the technology. At NI, we believe in the power and potential of connecting the three to create a path to success.

The people : We’re looking for curious and creative problem solvers who value diversity and fresh perspectives, are bold and kind, and willing to take chances.

The ideas : What did you want to be when you grew up? Did you want to program robots? Build flying cars? Leave the world better than you found it? At NI, we build on the big ideas of big dreamers to make their visions a reality.

The technology : With our tailored, software-connected approach, we support our customers through all phases of the product development cycle. From 5G and medical innovations to autonomous driving and the future of space travel, we help our customers Engineer Ambitiously every day.

We’ve long been globally recognized as a top employer. Our compensation and benefits are very competitive, as are our modern workspaces, career development and mobility opportunities, and a culture that fosters belonging and emphasizes community giving. We encourage our teammates to challenge the status quo and collaborate with one another to build innovative solutions.

No matter your career path, we’re here for you, for each other, and for the next generation of innovators who think bigger, aim higher, and go faster.

Are you up for the challenge of helping shape humanity for the next 100 years? If so, let’s get started, and let’s Engineer Ambitiously together.

NI is an equal opportunity and affirmative action employer, committed to providing a work environment free of discrimination on the basis of sex, race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, gender, gender identity, gender expression, age, sexual orientation, military status, veteran status, or any other basis protected by federal, state or local law.

We are changing how we work by offering more flexibility. NI has decided to take a hybrid approach (working both on- and off-site) at an aggregate level. We know that different roles have different requirements, so we’re embracing a full range of options.