Senior Technical Support Engineer

The Role NI Technical Support Engineer (TSE) supports key customers to ensure their success through deep technical expertise of NI Products and Platforms. 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 recommending Product and Platform improvements to R&D, providing customer insight to sales, and make sure NI is ready to support new Products. In This Role, Your Responsibilities Will Be: 1. Resolve technical issue for customers across all tires - Enable success of key customers by delivering professional pre-sales support (quick assistance, POC, Demo, etc.) and premium technical consultation service (Code Review, Design Assistance, System Migration/Upgrade Assistance, etc.) - Effectively handle APAC technical escalations on specific NI product/platform from all the NI frontline engineering teams - Provides customer experience improvement feedback to relevant functions. Closely collaborate with NI Global Product R&D to provide insight and influence during the whole product lifecycle - Responsible for researching, replicating, performing customer’s root cause analysis and providing solution to customers within SLA time frame. 2. Build team and customer technical proficiency - Identifies and anticipates technical gaps within the organization and works with management to build that product, system or technical expertise. - Educates customers through training and technical support engagements. Guide customers through basic product startup, application troubleshooting, and/or maintenance of solutions. 3. Advocates for the customer experience within the company - Reports design, reliability, or maintenance issues or bugs to R&D that arise during single incident support interactions. - Advances complex technical issues internally to the appropriate group while maintaining ownership of customer interaction. 4. Enable customers to self-service - Captures and documents knowledge to enable self-service resolution. Learns and adopts Knowledge-Centered Service (KCS) methodology. - Enables customers to self-service by creating and editing Knowledge based articles. Use prior technical expertise to actively engage in problem resolution. Who You Are: 1. 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. 2. 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. 3. Technical – Familiar with electronic circuit design concepts and basic electronic instrumentation. 4. Dynamic – Thrives in an environment where the work changes from day to day. You are fascinated by the multitudes of ways that engineers and scientists solve tomorrow’s grand challenges. 5. Collaborative – Team oriented with the ability to effectively collaborate with peers. For This Role, You Will Need: 1. Bachelors or master’s degree in STEM (Science, Technology, Engineering or Math) 2. 5+ years of relevant experience on RF applications (wireless, open-source SDR) and relevant industry 3. Demonstrated expertise on one of the following programming languages in software design and implementation - LabVIEW - C++ - C# 4. Good at team working and collaboration 5. Willing and able to travel domestically or internationally 6. Excellent verbal, written, interpersonal communication skills, Fluency in English. Preferred Qualifications That Set You Apart: 1. NI Certification and products experience is a plus. 2. Experience on FPGA and Verilog 3. Experience on onsite professional service and technical consultation