Platform Support Engineer (6065) | National Instruments | Bangalore, KA

Job description:

National Instruments is conducting an interview for the post of Platform Support Engineer.

Job duties and responsibilities:

  • Assist customers in solving engineering/scientific challenges by solving technical issues
  • Probe, replicate and troubleshoot customers’ technical issues
  • Maintain high standard in quality of service, while meeting Service Level Agreement (Average 90% or above in customer satisfaction survey)
  • Provide effortless technical support via digital channel
  • Captures and documents knowledge to enable self-service resolution. Adopt and apply latest Knowledge-Centered Service (KCS) methodology on every customer engagement.
  • Leverage previously acquired technical experience, and make continuous improvements on the contents for maximum efficiency and effectiveness of digital, web-based support
  • Accelerate customers’ business by fostering team proficiency of NI products within customer organization
  • Identifies and anticipates technical gaps within customer organization and works with management to build product, system or technical expertise.
  • Educates customers through technical support engagements. Guides customers through basic product startup, application troubleshooting, and/or maintenance of solutions.
  • Advocates for the customer experience within the company
  • Identify quality, feature, or user experience gaps and feedback to relevant functions on every customer engagement
  • Escalates complex technical issues internally to the appropriate group while maintaining ownership of customer interaction.
  • Continuously lead peers as NI products, platform and systems, by acquiring in-depth technical expertise
  • Serves Sales, Support and Services organization as the point of escalation for technical issues related to NI products
  • Co-work with R&D in troubleshooting complex issues, identify design or manufacturing issues and come up with best possible resolution or workaround

Qualifications and experience required:

  • Bachelor of Engineering or Computer Science required; preferred Bachelor’s in Electrical Engineering, Computer Engineering, or Computer Science.
  • Experience in Customer-Facing roles.
  • Proficiency in one or more programming language is required. (LabVIEW experience is preferred)
  • Availability to travel up to 20% of time throughout Asia Pacific.

Job/Req. ID: 6039

Company: National Instruments

Location: Bangalore, KA

Job CategoryElectrical or Computer Science

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