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About the Role

Technical Support Engineers partner with engineers and scientists to ensure their success through deep technical knowledge of Products, Platforms and Systems. They respond to and anticipate technical needs to help maintain or accelerate customer development schedules, building loyalty and gaining a reputation as trusted technical partners. TSEs advocate for customers by recommending Platform and System improvements to R&D, providing customer insight to sales, and ensuring readiness for 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.
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.
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 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.
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.
Comfortable communicating technical concepts to a range of backgrounds, one-on-one, or in front of a group.
Confidently lead conversations to uncover customer’s technical, business, and personal needs.
Integrates information from disparate sources to identify underlying causes and find creative solutions.
Driven to find a solution where others could not.
Familiarity with NI software and hardware portfolio; especially NI's RF products.
Thrives in an environment where the work changes from day to day.
Fascinated by the multitude of ways that engineers and scientists solve tomorrow’s grand challenges.
Experience coaching and mentoring others, through formal or informal leadership roles.
Introduces new ways of looking at problems.
Partners with others to get work done.
Confident under pressure.
Legally authorized to work in the United States.
Not eligible for visa sponsorship now or in the future.
Individuals with temporary visas such as E, F-1 (including those with OPT or CPT), H-1, H-2, L-1, B, J or TN, or who need sponsorship for work authorization now or in the future, are not eligible.

Skills

USRP Hardware
Open Source UHD SW
Software Defined Radio (SDR)
RF
USRP
SDR
Wireless Research
Electronic Warfare
Signals Intelligence (SIGINT)
Radar
KCS methodology
NI software
NI hardware
NI's RF products
NI certifications (CLA, CTD, CTA, CLED)

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
Advanced knowledge
Experience owning and advocating for customer issues or needs
Experience prioritizing multiple tasks
Experience coaching and mentoring others

Education Level

Bachelor of Engineering
Computer Science
Electrical Engineering
Computer Engineering

Benefits

Variety of medical insurance plans
Dental coverage
Vision coverage
Employee Assistance Program
401(k)
Tuition reimbursement
Employee resource groups
Recognition
Flexible time off plans
Paid parental leave (maternal and paternal)
Vacation leave
Holiday leave

About the Company

Emerson prioritizes a workplace where every employee is valued, respected, and empowered to grow.
Fosters an environment that encourages innovation, collaboration, and diverse perspectives.
Commitment to ongoing career development and growing an inclusive culture.
Invests in employee success through mentorship, training, or leadership opportunities.
Diverse teams working together drive growth and deliver business results.
Recognizes the importance of employee wellbeing.
Provides flexible, competitive benefits plans to meet physical, mental, financial, and social needs.
Motivated by a spirit of collaboration that helps diverse, multicultural teams across the world drive innovation that makes the world healthier, safer, smarter, and more sustainable.
Engaged community of inquisitive, dedicated people who are welcomed, trusted, celebrated, and empowered to solve the world’s most complex problems.
Contribute to vital work while developing skills through award-winning employee development programs.
Proud corporate citizen in every city where they operate and are committed to people, communities, and the world at large.
Strive to make a positive impact through every endeavor.
People are at the center of everything they do.
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, they are helping companies implement digital transformation to measurably improve their operations, conserve valuable resources and enhance their safety.
Offer equitable opportunities, celebrate diversity, and embrace challenges.

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.
Committed to providing a workplace free of any discrimination or harassment.