Our Technical Support Engineer/Representative (TSE/R) partner with customers and internal stakeholders to ensure their success through deep technical knowledge of NI Products, Platforms and Systems. TSEs respond to and anticipate technical needs to help maintain or accelerate our customers' development schedule, building customer loyalty and gaining a reputation as trusted technical partners. TSEs advocate for our customers recommending Platform and System improvements to R&D, providing customer insight to sales, and make sure NI is ready to support new Products and Systems.
In this Role, Your Responsibilities Will Be:
- Creates and routes technical issues for all customers
- Handle inbound technical support requests (Phone, Email, Web).
- Validates customer entitlements and approves exceptions for unentitled customers.
- Dispatch out-of-TSR scope technical issues to the appropriate support group.
- Create and manage customer data records within our applications to ensure proper data integrity.
- Resolves technical issues for customers across all account tiers
- Resolves customers’ single incidents during installation, implementation, and/or maintenance of NI products and platforms.
- Responsible for researching, replicating, performing customer’s root cause analysis and providing solution to customers within SLA time frame.
- Escalates complex technical issues internally to the appropriate support group while maintaining ownership of customer interaction.
- Builds customer proficiency for all account tiers through standard services
- Educates customers through formal training and technical support engagements.
- Guides customers through basic product startup, application troubleshooting, and/or maintenance of solutions.
- Captures and documents knowledge to enable self-service resolution
- Learns and adopts Knowledge-Centered Service (KCS) methodology.
- Enables customers to self-serve by creating and editing Knowledge based articles.
Who You Are:
You promote high visibility of shared contributions to goals. You quickly and significantly take action in constantly evolving, unexpected situations. You actively seek input from pertinent sources to make timely and well-informed decisions. You handle the risk that comes with moving forward when the outcome is not certain.
The Benefits of Working at NI Penang:
- Competitive salary relative to your skills and demonstrated ability to perform in the role.
- World class Generation NI corporate onboarding
- 2-3 Months of Technical Support Engineer functional onboarding & mentoring before supporting customers.
- High quality communication tools and IT equipment.
- Company and personal performance-based bonus.
- An amazing team and a fun place to work.
- 4-1 Hybrid work mode and flexible working hours.
- Support for dental and vision.
- Travel and commute allowances.
- Accessible and attractive modern offices with free parking.
- Shower and gym facilities for those who like to work out.
- Complimentary drinks and snacks.
- Penang tariff monthly “Cafeteria” leisure expenses benefit.
- Regular site and team events.
For This Role, You Will Need:
- Business level Japanese speaking, writing, and reading (JLPT N3 and above)
- Pursuing a Bachelor's degree in an engineering or science-related field
- Alternatively, 1+ year of experience working in a Technical Support position.
- Proficiency in one or more programming languages is required. (LabVIEW experience preferred)
Preferred Qualifications that Set You Apart:
- Communication – Excellent verbal and written communication skills. You are comfortable communicating technical concepts to a range of backgrounds, one-on-one or in front of a group.
- Problem Solver – Integrates information from disparate sources to identify underlying causes and find creative solutions. Sees beyond short-term issues to understand the bigger picture.
- Technical – Familiar with electronic circuit design concepts and basic electronic instrumentation.
- Dynamic – Thrives in an environment where the work changes from day to day. You are fascinated by the multitudes of ways that engineers and scientists solve tomorrow’s grand challenges.
- Collaborative – Team oriented with the ability to effectively collaborate with peers.
- Customer Focus – Ability to ask questions to understand the customer needs.
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 result.
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.
