Job DescriptionTechnical Support Engineers (TSE) partner with engineers and scientists 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 insight to sales, and making sure NI is ready to support new Products and Systems.
In this Role, Your Responsibilities Will Be:Resolves technical issues for customers focusing on Enterprise and Strategic Tiers
- With advanced Product and Platform knowledge of USRP Hardware and Open Source UHD SW for SDR applications, a Senior TSE is a recognized advisor that enables the success of the Global Support Organization and Top Tier accounts working on complex Software Defined Radio (SDR) applications.
- As a globally recognized advisor, TSEs can expand opportunities for SDR Systems through technical insights into customer applications in the areas of Wireless Research, Electronic Warfare, Signals Intelligence (SIGINT), and radar and delivering this information to Sales.
- Resolves USRP Hardware and Open Source UHD SW for SDR applications escalated by technical stakeholders and less-tenured TSEs globally.
- Partners with Sales to recommend a support strategy for targeted accounts.
- Resolves platform and systems issues escalated by NI Stakeholders across all regions.
- Manages critical escalations to R&D and maintains relationship with R&D Support Coordinators and Developers.
Builds customer & department technical proficiency through standard services
- Identifies and anticipates technical gaps within the organization and works with management to build that product, system or technical expertise.
- Educates other TSEs and Customers through advanced or customized training & continuous educations.
- Provides paid technical consulting (e.g., upgrade assistance, code reviews, project onboarding) when the predominant need is platform and system expertise. Displaying technical proficiency and good communication with stakeholders, and scope/risk assessment skills demonstrated through Technical Assessments.
Captures and documents knowledge/processes to enable self-service resolution and department proficiency.
- Consistently recommends KCS methodology in all cases and escalations, reviews and validates technical accuracy in top utilized content, enabling customers to self-serve by influencing and curating a healthy knowledge base.
- Identifies content gaps and provides feedback to the content team.
- Partners with R&D to create and update internal training and product documentation.
- Collaborates with Services Engineering in the creation/update of New Product/System Support Plans partnering with R&D, product planning and Support Operations. Communicates the strategy with their region.
Advocates for the customer experience within the company
- Provides feedback on improvements to the customer experience to relevant teams cross-functionally
- Provides product improvement recommendations on the USRP Hardware and Open Source UHD SW
- Reports design, reliability, or maintenance issues or bugs to R&D
- Possesses deep technical knowledge on the USRP Hardware and Open Source UHD SW for SDR applications, and the needs of the market and serves as an input to R&D and product roadmaps.
Who You Are:You introduce new ways of looking at problems. You partner with others to get work done. You are confident under pressure.
For This Role, You Will Need:- To be willing to work with aerospace and defense customers. This role will not be considered for visa sponsorship now or in the future
- Bachelor of Engineering or Computer Science required with preferred bachelor's in Electrical Engineering, Mechanical Engineering, Computer Engineering, or Computer Science.
- 5+ years of work experience in a customer-facing technical role or other relevant industry experience.
- Experience owning and advocating for customer issues or needs by providing quick and valuable troubleshooting towards issue resolution, as well as owning internal escalation where necessary.
- Experience prioritizing multiple tasks.
- Advanced knowledge of USRP, SDR, and Open Source UHD SW resources related to Ettus and NI USRP HW/SW.
- Availability to travel up to 20% of the time
- Able to provide advanced training to internal or external customers on NI products
Preferred Qualifications that Set You Apart:- Communication - You are comfortable communicating technical concepts to a range of backgrounds, one-on-one, or in front of a group. You confidently lead conversations to uncover customer's technical, business, and personal needs.
- Problem Solver - Integrates information from disparate sources to identify underlying causes and find creative solutions. Driven to find a solution where others could not.
- Technical - Familiarity with NI software and hardware portfolio. NI certifications like CLA, CTD, CTA, CLED highly preferred.
- 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.
