Technial Support Engineer ( Japanese Speaking)
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NI Technical Support Engineers provide highly qualified technical support to both external and internal customers. NI Technical Support is the key-value added service that ensures our customers success and their repeat business. As a Generation NI Technical Support Engineer, you will be trained to deliver that essential client support. You will gain a deep knowledge of NI products and quickly apply that expertise to solving our customers' problems and challenges. After completing our world class comprehensive corporate and functional onboarding program you will grow in the role to provide professional technical consulting and develop your skills to become a recognized instructor of the NI Customer Education Portfolio.
What you will get to do with our amazing team in Penang:
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.
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.
- Unique 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.
Basic requirements
- Intermediate or advanced Japanese level, oral and written (JLPT N3 and above) or Intermediate or advanced Korean level, Topik 4 and above.
- Pursuing a Bachelor's degree in an engineering or science-related field, OR technician-level education in a relevant field, such as IT, electronic engineering, automotive, manufacturing support, or other.
- Alternatively, 1+ year of experience working in a Technical Support position.
Preferred requirements
- 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. Proficiency in one or more programming languages is required. (LabVIEW experience preferred)
- 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.
