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