Staff Technical Support Engineers (TSEs) act as product and system experts, providing front-line technical support and technical consulting services to strategic NI customers.
This is a customer centric role where TSEs perform a variety of additional tasks such as recommending product and system improvements to R&D, producing public knowledge base content, and providing customer insights to sales.
Proactively develop and maintain a deep understanding of NI products and systems through formal training and continuous self-development.
Provide front-line technical support to strategic NI accounts via phone and email. Efficiently resolve issues by applying deep technical knowledge, complex problem-solving skills, and collaborating with a global network of peers.
Collaborate with sales and pre-sales engineering teams to uncover and execute technical consulting engagements.
Take ownership of internal product and system escalations, interfacing with R&D when needed.
Publish customer facing knowledge base content.
Report product issues or bugs to R&D.
Mentor junior colleagues in area of specialization.
Key Performance Objectives :
Within first 3 months be capable of solving an average of 2 customer inquiries per 8 hours spent on front-line support activities.
Ownership of technical consulting engagements within first 6 months.
Independently produce quality customer-facing knowledge base content within first 6 months.
Within the first 12 months achieve Certified LabVIEW Developer and Certified TestStand Developer certifications.
Qualifications and Skills :
Engineering or technical science bachelor’s degree (Electronics, Telecommunications, Automation, Computer Science, Aerospace, Mechanical, Electric Engineering, or Physics)
Fluent in written and oral German and English
Experience in programming (e.g. C++, Python, .NET, or LabVIEW etc.)
Experience with NI products
Willingness to travel up to 15% within Germany / Europe
Support or customer facing experience
NI certifications (CLA, CLD, CLED, CTA, CTD)
2+ years professional work or graduate research experience