Staff Technical Support Engineer
National Instruments
Lagunilla, CR, CR
hace 3 días

Our missionis toequip engineers and scientistswith 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

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 newsales 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 throughtechnical support engagements.
  • Help accelerate customer’s projects throughtechnical 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

  • Providescustomer 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 languagesis 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.

    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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