Technical Support Engineer - Contract

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Skills you'll use

What you'll do

• 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.

Who can apply

• 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.

About Emerson

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