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About the Role

Technical Support Engineers (TSEs) 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.

Responsibilities

Resolves technical issues for customers focusing on Enterprise and Strategic Tiers.
Acts as a recognized advisor with advanced Product and Platform knowledge of USRP Hardware and Open Source UHD SW for SDR applications, enabling the success of the Global Support Organization and Top Tier accounts working on complex Software Defined Radio (SDR) applications.
Expands opportunities for SDR Systems through technical insights into customer applications in Wireless Research, Electronic Warfare, Signals Intelligence (SIGINT), and radar, 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 relationships with R&D Support Coordinators and Developers.
Identifies and anticipates technical gaps within the organization and works with management to build product, system, or technical expertise.
Educates other TSEs and Customers through advanced or customized training & continuous education.
Provides paid technical consulting (e.g., upgrade assistance, code reviews, project onboarding) when the predominant need is platform and system expertise.
Displays technical proficiency and good communication with stakeholders, and scope/risk assessment skills demonstrated through Technical Assessments.
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, communicating the strategy with their region.
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, serving as an input to R&D and product roadmaps.

Requirements

Willing to work with aerospace and defense customers.
This role will not be considered for visa sponsorship now or in the future.
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.
Availability to travel up to 20% of the time.
Able to provide advanced training to internal or external customers on NI products.

Skills

Advanced Product and Platform knowledge of USRP Hardware and Open Source UHD SW for SDR applications
Software Defined Radio (SDR) applications
Wireless Research
Electronic Warfare
Signals Intelligence (SIGINT)
Radar
KCS methodology
USRP Hardware
Open Source UHD SW
Communication skills
Problem-solving skills
Technical expertise
NI software and hardware portfolio
NI certifications like CLA, CTD, CTA, CLED
Mentoring experience

Location

United States

Work Type

Full-time

Experience Level

5+ years of work experience in a customer-facing technical role or other relevant industry experience.

Education Level

Bachelor of Engineering or Computer Science required with preferred bachelor's in Electrical Engineering, Mechanical Engineering, Computer Engineering, or Computer Science.

Benefits

Variety of medical insurance plans, with dental and vision coverage
Employee Assistance Program
401(k)
Tuition reimbursement
Employee resource groups
Recognition programs
Flexible time off plans
Paid parental leave (maternal and paternal)
Vacation and holiday leave

About the Company

Emerson is a global leader in automation technology and software.
Through 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, Emerson is helping companies implement digital transformation to measurably improve their operations, conserve valuable resources and enhance their safety.
Emerson offers equitable opportunities, celebrates diversity, and embraces challenges with confidence that, together, they can make an impact across a broad spectrum of countries and industries.
Emerson is motivated by a spirit of collaboration that helps its diverse, multicultural teams across the world drive innovation that makes the world healthier, safer, smarter, and more sustainable.
Emerson has 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 customers, communities, and the planet.
Emerson is a proud corporate citizen in every city where it operates and is committed to its people, communities, and the world at large, striving to make a positive impact through every endeavor.
At Emerson, people are at the center of everything they do.

Equal Opportunity

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.