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.

(Lab VIEW experience is preferred) Availability to travel up to 15% of time throughout the Asia Pacific.

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.

#L1-YT1