Job Description

1. Resolves technical issues for customers across all tiers

• With advanced Product, Platform and System technical knowledge a Staff TSE accompanies our customers through the entire Customer Journey (CEP), resolves technical issues to ensure customer success.
• First point of collaboration for Product, Platform and System technical knowledge. (Informal escalations, discussion forums, collaboration)
• Coaches and educated less tenured TSEs in technical aspects and process actions.
• Recognizes sales opportunities in technical support interactions and communicates to the appropriate sales channel

2. Builds customer proficiency for all account tiers through standard services

• Educates customers through formal training and technical support engagements.
• Scope and provide paid technical consulting when the predominant need is product/platform expertise.

3. Captures and documents knowledge to enable self-service resolution

• Consistently applies KCS (Knowledge Centered Service) methodology in all cases and collaboration, enabling customers to self-serve by creating and editing Knowledge Base, How-To, and other content forms.
• Identifies content gaps through customer interactions while delivering support services and provides feedback to the content team.

4. Advocates for the customer experience within the company

• Provides feedback on improvements to the customer experience to relevant teams.
• Reports design, reliability, or maintenance issues or bugs to R&D
• Reports customer product feedback to Product Planning.

Experience

• Bachelor\xe2\x80\x99s degree in Electrical Engineering, Computer Engineering, or Computer Science
• 2+ years work experience in a customer-facing technical role or other relevant industry experience
• Owning and advocating for customer issues or needs and prioritizing multiple tasks.

Skills/Abilities and Knowledge

• Communication \xe2\x80\x93 Excellent verbal and written communication skills in Simplified and Traditional Chinese (must), English (Preferred) . You are comfortable communicating technical concepts to a range of backgrounds, one-on-one, or in front of a group.
• Problem Solver \xe2\x80\x93 Integrates information from disparate sources to identify underlying causes and find creative solutions. Sees beyond short-term issues to understand the bigger picture.
• Technical \xe2\x80\x93 Good understanding of electronic circuit design concepts and basic electronic instrumentation. Proficiency in one or more programming languages is required. (LabVIEW experience is preferred)
• Dynamic \xe2\x80\x93 Thrives in an environment where the work changes from day to day. You are fascinated by the multitude of ways that engineers and scientists solve tomorrow\xe2\x80\x99s grand challenges.
• Leader \xe2\x80\x93 Experience coaching and mentoring others, through formal or informal leadership roles.
• Domain \xe2\x80\x93 Experienced in the test and measurement industry. The ideal candidate may have a background in one of NI\xe2\x80\x99s target market segments.
• Customer Focus - Experience owning and advocating for customer issues or needs and prioritizing multiple tasks.