Technical Support Engineer
Role Summary
The Technical Support Engineer partners with customers to ensure the successful deployment, operation, and maintenance of NI products, platforms, and systems. This role provides remote and on-site technical support, combining deep troubleshooting expertise with field service support for customer test stations and large-scale deployments.
As the primary technical point of contact, you will own customer issues from diagnosis through resolution, coordinate internal escalations, and advocate for improvements in product quality, system performance, and customer experience. This role requires strong customer engagement skills and an understanding of customer applications, production environments, and support commitments.
Key Responsibilities
Technical Support & Troubleshooting
- Diagnose and resolve issues involving NI software, hardware, platforms, systems, ATE, and distributed I/O applications.
- Provide remote and on-site technical support for customers.
- Support product startup, troubleshooting, system recovery, and ongoing maintenance.
- Own customer issues through resolution, including complex technical escalations.
- Collaborate with R&D, Manufacturing, Services Engineering, Logistics, Calibration, and other teams to identify root causes and implement sustainable solutions.
Field Service & Deployment Support
- Perform preventive, corrective, and proactive maintenance at customer sites.
- Provide first-response support under service and managed service agreements.
- Troubleshoot NI systems, test equipment, and customer production test stations.
- Assist with system deployment, startup, and operational readiness.
- Maintain a regular customer-site presence as required, with travel up to 75%.
Customer & Escalation Management
- Drive customer issues and system escalations to resolution within service-level commitments.
- Communicate issue status, root causes, workarounds, and resolutions to customers and stakeholders.
- Build trusted relationships with customer engineering and operations teams.
- Proactively identify technical risks and support customer production continuity.
- Promote customer success through responsive support and technical expertise.
Knowledge Sharing & Continuous Improvement
- Document and share technical knowledge using Knowledge-Centered Service (KCS) practices.
- Develop support content that improves self-service and support efficiency.
- Deliver customer training, technical coaching, and application guidance.
- Continuously expand expertise in NI products, customer applications, and system-level troubleshooting.
- Contribute to team knowledge sharing and capability development.
Cross-Functional Collaboration & Customer Advocacy
- Identify product quality, usability, and supportability improvements and provide feedback to relevant teams.
- Advocate for product and system enhancements based on customer and field insights.
- Collaborate effectively with Sales, Services, R&D, Manufacturing, Logistics, and Calibration teams across APAC.
What You'll Bring
Required Qualifications
- Experience troubleshooting hardware, software, systems, platforms, or automated test equipment.
- Strong problem-solving skills with the ability to diagnose root causes and implement effective solutions.
- Excellent customer-facing communication and relationship management skills.
- Ability to collaborate across cross-functional teams.
- Willingness to travel up to 75%.
- Commitment to delivering high-quality support and meeting customer service expectations.
Preferred Qualifications
- Experience supporting NI products, platforms, systems, or ATE.
- Knowledge of test and measurement applications, distributed I/O systems, and production test environments.
- Experience in field service, preventive maintenance, or managed services.
- Familiarity with Knowledge-Centered Service (KCS) methodologies.
- Experience delivering technical training or customer coaching.
- Understanding of large-scale system deployments and production operations.
