Support Analyst providing first - level assistance to business areas using Jira. Engaging with critical systems that account for significant revenue in a hybrid role in São Paulo.
About the role
- Technical Support Engineer providing customer solutions for NI products and platforms. Resolving technical issues and building customer relations through effective communication and support.
Responsibilities
- Resolves technical issues for customers across all account tiers.
- Resolves customers’ single incidents during installation, implementation, and/or maintenance of NI products and platforms.
- Escalates complex technical issues internally to the appropriate support group while maintaining ownership of customer interaction.
- Reports design, reliability, or maintenance issues or bugs to R&D that arise during single incident support interactions.
- 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.
Requirements
- Bachelor’s of Engineering or Computer Science required; preferred Bachelor’s in Electrical Engineering, Computer Engineering, Computer Science, or Mechatronic Engineering.
- Proficiency in one or more programming languages is required. (LabVIEW experience is preferred).
- Must demonstrate advanced proficiency in English communication (verbal and written).
- Experience in customer-facing roles.
- 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.
- Integrates information from disparate sources to identify underlying causes and find creative solutions.
- Familiar with electronic circuit design concepts and basic electronic instrumentation.
- Thrives in an environment where the work changes from day to day.
- Team oriented with the ability to effectively collaborate with peers.
Benefits
- We provide a variety of medical insurance plans, with dental and vision coverage.
- Employee Assistance Program.
- Tuition reimbursement.
- Employee resource groups.
- Recognition.
- Flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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