Technical Support Engineer
NI (National Instruments)
Heredia, Heredia, Costa Rica
hace 3 días

Job Description

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.

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 .

Basic

By start date, Bachelor’s degree in Engineering is required; preferably Electrical, Electronics, Mechanical, Mechatronics or Computer Engineering.

Students in their graduation project / thesis / labor practice are encouraged to apply.

Intermediate or advanced English level, oral and written. (B2+ or above)

Proficiency in one or more programming languages is required. (LabVIEW experience is preferred)

Availability to travel up to 20% 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 multitudes of ways that engineers and scientists solve tomorrow’s grand challenges.

Collaborative Team oriented with the ability to effectively collaborate with peers.

Customer Service previous experience in customer service or customer support

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.

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

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.

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.

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