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    Technical Support Engineer - Heredia, Costa Rica - NI

    NI
    NI Heredia, Costa Rica

    hace 2 meses

    Default job background
    De jornada completa
    Descripción

    Our mission is to equip engineers and scientists with systems that accelerate productivity, innovation, and discovery.

    Are you excited by helping fellow engineers and scientists solve tomorrow's grand challenges? Do you live for that "aha" moment when solving a complex technical problem? Are you at your best working in a collaborative environment where you can discuss ideas and consult with fellow engineers about troubleshooting steps? Is having a diverse range of work to tackle in a given day a must-have in your career? If so, join our team and help NI's customers achieve long-term success

    The Role

    Technical Support Engineers (TSE) partner with customers 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 recommending Platform and System improvements to R&D, providing customer insight to sales, and make sure NI is ready to support new Products and Systems.

    Key Responsibilities

    Resolves technical issues for customers across all account tiers

  • Resolves customers' single incidents during installation, implementation, and/or maintenance of NI products​ and platforms.
  • Escalates complex technical issues internally to the appropriate support group while maintaining ownership of customer interaction.
  • Reports design, reliability, or maintenance issues or bugs to R&D that arise during single incident support interactions.
  • Builds customer proficiency for all account tiers through standard services

  • Educates customers through formal training and technical support engagements​.
  • Guides customers through basic product startup, application troubleshooting, and/or maintenance of solutions​.
  • Captures and documents knowledge to enable self-service resolution

  • Learns and adopts Knowledge-Centered Service (KCS) methodology.
  • Enables customers to self-serve by creating and editing Knowledge based articles​.
  • Qualifications

    Basic

  • Bachelor's of Engineering or Computer Science required; preferred Bachelor's in Electrical Engineering, Computer Engineering, or Computer Science
  • Experience in customer-facing roles
  • Proficiency in one or more programming languages is required. (LabVIEW experience is preferred)
  • Availability to travel up to 10% of time
  • Preferred

  • 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.
  • 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.
  • Technical – Familiar with electronic circuit design concepts and basic electronic instrumentation.
  • 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.
  • Collaborative – Team oriented with the ability to effectively collaborate with peers.
  • #LI-SU01



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