Staff Platform Support Engineer

Emerson; Bengaluru; On-site; INR 8,00,000 - 12,00,000; Full time

Job summary

A leading technology company in Bengaluru is seeking a Staff PSE Platform Support Engineer to resolve technical issues for customers and enhance their experience. This role requires a Bachelor's degree in Engineering or Computer Science, with strong communication skills and problem-solving abilities. The candidate should be willing to travel up to 20% throughout Asia Pacific and facilitate customer training and support initiatives.

Qualifications

• Experience in customer-facing roles is preferred.
• Willingness to travel up to 20% throughout Asia Pacific.
• Required to work in NI office and customer site.

Responsibilities

• Resolve technical issues for customers across all tiers.
• Educate customers through training and support.
• Capture and document knowledge to enable self-service.

Skills

Proficiency in English

Strong interpersonal communication

Strong problem-solving skills

Curiosity and motivation to learn

Education

Bachelor of Engineering or Computer Science

Bachelor’s in Electrical Engineering or Computer Engineering

Tools

LabVIEW

NI TestStand

Job description

Overview

Resolves technical issues for customers across all tiers

• With advanced Product, Platform and System technical knowledge a Staff PSE Platform Support Engineers 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 PSEs in technical aspects and process actions.
• Recognizes sales opportunities in technical support interactions and communicates to the appropriate sales channel

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.

Captures and documents knowledge to enable self-service resolution

• Consistently applies Knowledge Centered Service (KCS) 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.

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.

Who You Are

• You will be working with multi-functional teams to solve customer issues & provide technical support.

For This Role, You Will Need

• Proficiency in English
• Bachelor of Engineering or Computer Science required
• Strong interpersonal communication and soft skills (preferred experience in Customer-Facing roles)
• Strong problem-solving skills, curious, motivated to learn and excited with new technologies
• Knowledge in LabVIEW, NI TestStand and NI software and hardware is great to have but not a must
• Required to be working in NI office and also customer site
• Availability to travel up to 20% of time throughout Asia Pacific.

Preferred Qualifications That Set You Apart

• Preferred Bachelor’s in Electrical Engineering, Computer Engineering, or Computer Science.