Provides advanced technical support and troubleshooting for customers throughout the product lifecycle. Resolves complex issues, delivers training and consulting, maintains KCS knowledge content, identifies sales opportunities, mentors support engineers, and communicates product feedback and defects to engineering and product teams. Requires a technical bachelor’s degree, customer-facing technical experience, strong analytical and communication skills, office and customer-site work, and up to 20% regional travel.
Position Summary:
As a Technical Support Engineer (TSE), you will serve as a trusted technical advisor to customers throughout their product and system lifecycle. In this role, you will leverage advanced product, platform, and system expertise to resolve complex technical issues, enable customer success, contribute to knowledge sharing, and collaborate across functions to enhance the customer experience. You will also play a key role in mentoring team members, identifying opportunities for customer growth, and advocating for customer needs within the organization.
As a Technical Support Engineer (TSE), you will serve as a trusted technical advisor to customers throughout their product and system lifecycle. In this role, you will leverage advanced product, platform, and system expertise to resolve complex technical issues, enable customer success, contribute to knowledge sharing, and collaborate across functions to enhance the customer experience. You will also play a key role in mentoring team members, identifying opportunities for customer growth, and advocating for customer needs within the organization.
In This Role, Your Responsibilities Will Be:
- Resolve technical issues for customers across all account tiers, ensuring timely and effective solutions.
- Apply advanced product, platform, and system knowledge to guide customers through their entire journey and help them achieve successful outcomes.
- Serve as a primary technical resource for collaboration, supporting peers through informal escalations, technical discussions, and knowledge sharing.
- Coach and support less experienced Technical Support Engineers on technical concepts, troubleshooting approaches, and support processes.
- Identify potential sales opportunities during technical interactions and communicate them through the appropriate sales channels.
- Build customer proficiency through technical support engagements, formal training sessions, and educational initiatives.
- Scope and deliver paid technical consulting services when product or platform expertise is required.
- Apply Knowledge-Centered Service (KCS) methodologies to create, improve, and maintain knowledge articles, how-to guides, and self-service content.
- Identify knowledge gaps and provide actionable feedback to improve customer-facing content.
- Advocate for customer experience improvements by sharing insights and recommendations with cross-functional teams.
- Report product quality, reliability, maintenance concerns, and software or hardware defects to research and development teams.
- Communicate customer feedback and enhancement requests to product planning and development teams.
Who You Are:
You build strong relationships by placing customer success at the center of your work and consistently delivering solutions that meet customer needs. You analyze complex challenges, identify root causes, and develop practical solutions to achieve positive outcomes. You readily share knowledge, support the development of colleagues, and collaborate effectively across teams to achieve shared goals. You communicate clearly and confidently with both technical and non-technical audiences, adapting your approach to ensure understanding and engagement.
You build strong relationships by placing customer success at the center of your work and consistently delivering solutions that meet customer needs. You analyze complex challenges, identify root causes, and develop practical solutions to achieve positive outcomes. You readily share knowledge, support the development of colleagues, and collaborate effectively across teams to achieve shared goals. You communicate clearly and confidently with both technical and non-technical audiences, adapting your approach to ensure understanding and engagement.
For This Role, You Will Need:
- Proficiency in English, including strong verbal and written communication skills.
- Bachelor's degree in Engineering, Computer Science, or a related technical discipline.
- Hands-on experience in a customer-facing technical support, application engineering, systems engineering, or similar role.
- Ability to manage and advocate for customer issues while effectively prioritizing multiple tasks and responsibilities.
- Strong troubleshooting, analytical, and problem-solving capabilities.
- Willingness and ability to work from an Emerson office and customer locations as required.
- Availability to travel up to 20% within the Asia Pacific region.
Preferred Qualifications That Set You Apart:
- Degree specialization in Electrical Engineering, Computer Engineering, or Computer Science.
- Experience supporting test and measurement solutions, including National Instruments (NI) products or similar technologies.
- Experience delivering customer training, technical consulting, or professional services engagements.
- Familiarity with Knowledge-Centered Service (KCS) practices and knowledge management processes.
- Experience collaborating with product development, engineering, or product management teams to drive customer-focused improvements.
- Demonstrated ability to mentor, coach, or provide technical leadership to peers.
Our Culture and Commitment To You:
At Emerson, we are committed to fostering an inclusive workplace where every employee feels respected, valued, and empowered to contribute their best. We believe diverse perspectives drive innovation and help us deliver exceptional outcomes for our customers around the world. We support continuous learning, career growth, collaboration, and well-being, creating an environment where individuals can thrive both professionally and personally. Joining Emerson means becoming part of a global team united by a shared commitment to making a meaningful impact for our customers, communities, and each other.
At Emerson, we are committed to fostering an inclusive workplace where every employee feels respected, valued, and empowered to contribute their best. We believe diverse perspectives drive innovation and help us deliver exceptional outcomes for our customers around the world. We support continuous learning, career growth, collaboration, and well-being, creating an environment where individuals can thrive both professionally and personally. Joining Emerson means becoming part of a global team united by a shared commitment to making a meaningful impact for our customers, communities, and each other.
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