Senior Support Engineer

Senior Support Engineer position at Emerson, partnering with engineers and scientists to ensure customer success through technical knowledge of Products, Platforms and Systems.

Requirements

• Resolves technical issues for customers focusing on Enterprise and Strategic Tiers
• 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 relationship with R&D Support Coordinators and Developers
• Builds customer & department technical proficiency through standard services
• Educates other TSEs through advanced or customized training & continuous educations
• Provides paid technical consulting (e.g., upgrade assistance, code reviews, project onboarding)
• Captures and documents knowledge/processes to enable self-service resolution and department proficiency
• Consistently recommends KCS methodology in all cases and escalations
• 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
• Advocates for the customer experience within the company
• Provides feedback on improvements to the customer experience to relevant teams cross-functionally
• Reports design, reliability, or maintenance issues or bugs to R&D
• Contributes to team development by sharing customer insights

Benefits

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