Marketing Operations Manager
Instructure
Staff Technical Support Engineer
Emerson
full-time
Posted on:
Origin: • 🇨🇷 Costa Rica
Visit company websiteJob Level
Lead
About the role
- Resolve technical issues for customers across all tiers and accompany customers through the Customer Journey (CEP).
- Act as first point of collaboration for product, platform and system technical knowledge; handle informal escalations and cross-team collaboration.
- Coach and educate less tenured TSEs on technical aspects and processes.
- Recognize sales opportunities during technical support interactions and communicate to the appropriate sales channel.
- Educate customers via formal training and technical support engagements; scope and provide paid technical consulting when needed.
- Capture and document knowledge using KCS methodology: create and edit Knowledge Base, How-To, and other content; identify content gaps and provide feedback.
- Advocate for the customer experience internally: provide feedback on improvements, report design/reliability/maintenance issues to R&D, and report customer product feedback to Product Planning.
- Build trusted technical relationships with internal and external customers and collaborate across teams.
Requirements
- Bachelor’s of Engineering or Computer Science required; preferred Bachelor’s in Electrical Engineering, Computer Engineering, or Computer Science.
- 2+ years work experience in a customer-facing technical role.
- Experience owning and advocating for customer issues or needs and prioritizing multiple tasks.
- Proficiency in one or more programming languages is required (LabVIEW experience preferred).
- Availability to travel up to 15% of the time.
- Excellent verbal and written communication skills.
- Strong problem solving: integrate information from disparate sources to identify root causes and creative solutions.
- Good understanding of electronic circuit design concepts and basic electronic instrumentation.
- Thrives in dynamic, changing work environments.
- Experience coaching and mentoring others (formal or informal leadership roles).
- Domain experience in the test and measurement industry preferred.
