Technical Support Engineer

Technical 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.

Basic Qualifications:

• Be willing to work with aerospace and defense customers. 
• Bachelor of Engineering or Computer Science required with preferred bachelor's in Electrical Engineering or Computer Engineering
• 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 one of the following subjects: RF, USRP, or SDR
• 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; especially NI's RF products. 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. 

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.

Culture & Commitment to You:

At Emerson, we prioritize a workplace where every employee is valued, respected, and empowered to grow. We foster an environment that encourages innovation, collaboration, and diverse perspectives—because we know that great ideas come from great teams. Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact. We believe diverse teams working together are key to driving growth and delivering business results.

We recognize the importance of employee wellbeing. We prioritize providing flexible, competitive benefits plans to meet you and your family’s physical, mental, financial, and social needs. We provide a variety of medical insurance plans, with dental and vision coverage, Employee Assistance Program, 401(k), tuition reimbursement, employee resource groups, recognition, and much more. Our culture offers flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.

WHY EMERSON 

Our Commitment to Our People

At Emerson, we are motivated by a spirit of collaboration that helps our diverse, multicultural teams across the world drive innovation that makes the world healthier, safer, smarter, and more sustainable. And we want you to join us in our bold aspiration.

We have built an engaged community of inquisitive, dedicated people who thrive knowing they are welcomed, trusted, celebrated, and empowered to solve the world’s most complex problems — for our customers, our communities, and the planet. You’ll contribute to this vital work while further developing your skills through our award-winning employee development programs. We are a proud corporate citizen in every city where we operate and are committed to our people, our communities, and the world at large. We take this responsibility seriously and strive to make a positive impact through every endeavor.

At Emerson, you’ll see firsthand that our people are at the center of everything we do. So, let’s go. Let’s think differently. Learn, collaborate, and grow. Seek opportunity. Push boundaries. Be empowered to make things better. Speed up to break through. Let’s go, together.

Equal Opportunity Employer

Emerson is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.

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ABOUT EMERSON 

Emerson is a global leader in automation technology and software. Through our deep domain expertise and legacy of flawless execution, Emerson helps customers in critical industries like life sciences, energy, power and renewables, chemical and advanced factory automation operate more sustainably while improving productivity, energy security and reliability.

With global operations and a comprehensive portfolio of software and technology, we are helping companies implement digital transformation to measurably improve their operations, conserve valuable resources and enhance their safety.

We offer equitable opportunities, celebrate diversity, and embrace challenges with confidence that, together, we can make an impact across a broad spectrum of countries and industries. Whether you’re an established professional looking for a career change, an undergraduate student exploring possibilities, or a recent graduate with an advanced degree, you’ll find your chance to make a difference with Emerson. Join our team – let’s go!

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