Staff Platform Support Engineer
2 weeks ago
In this Role, Your Responsibilities Will Be:
- 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 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.
- 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 learned 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's 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.
Our Culture & Commitment to You:
At Emerson, we prioritize a workplace where every employee is valued, respected, and empowered to grow. We foster an environment that encourages innovation, collaboration, and diverse perspectives—because we know that great ideas come from great teams. Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact. We believe diverse teams, working together are key to driving growth and delivering business results.
We recognize the importance of employee wellbeing. We prioritize providing competitive benefits plans, a variety of medical insurance plans, Employee Assistance Program, employee resource groups, recognition, and much more. Our culture offers flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.
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