Technical Support Engineer (Japanese speaking)

Technical Support Engineer (Japanese speaking)

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Technical Support Engineer (Japanese speaking)

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Job Description

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.

Job Description

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 :

For This Role, You Will Need :

Preferred Qualifications that Set You Apart :

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.

Seniority level

Seniority level

Entry level

Employment type

Employment type

Full-time

Job function

Job function

Information Technology

Industries

Automation Machinery Manufacturing

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