Digital Support Engineer

• Technical Support & Troubleshooting: Provide in-depth engineering support to customers, field engineers, and internal teams to resolve complex technical issues related to digital and photonic test systems.
• Customer Interaction: Act as the technical interface between customers and Keysight, ensuring timely and effective resolution of support cases using case management systems.
• Assist Keysight's customers and sales partners to provide timely and effective application support towards resolving technical problems of test equipment and software use in varied scope and complexity.
• Post-Sales Enablement: Assist customers in deploying and optimizing Keysight solutions, including oscilloscopes, logic analyzers, BERTs, AWGs, and protocol analyzers.
• Feedback Loop: Collaborate with R&D and product teams by relaying customer feedback and contributing to product improvements and documentation. Track customer interactions, document each case resolution, and ensure customer commitments are satisfied, using Keysight's case management system.
• Knowledge Sharing: Develop diagnostic tools, test procedures, and training materials to enhance the support experience and empower customers. Share expertise through the creation of technical article content.
• Revenue Enablement: Identify potential upsell opportunities during support interactions and pass qualified leads to the sales team.
• Leverage post-sales interactions with customers investigating more broadly and providing highly qualified opportunities to sales.
• Work with R&D teams to ensure HW/SW new product introduction (NPI) support readiness, provide product enhancements feedback, prioritize, and drive for defect fix resolution.

• Bachelor and/or master's degree in electrical engineering or science discipline.
• Typically, 5+ years relevant experience of applicable experience as an application engineer, design validation engineer, or test engineer in the Digital domain and/or in one or more standards (HDMI, USB, DDR, MIPI, Ethernet...)
• Regular user of equipment such as High-Speed Oscilloscopes, BERTs (Bit Error Rate Testers), AWGs (Arbitrary Waveform Generators).
• Solid understanding of generation, demodulation, and analysis of digital communication signals, including signal integrity.
• Clear written and verbal communication skills; able to explain technical subjects over the phone and through email.
• A strong level of English language is required.
• The ability to effectively interface with customers at deep engineering and solution level environment.
• Ability to multi-task in assisting multiple customers every day providing product and application technical consulting and support.
• Self-motivated to investigate and learn Keysight products and the applications they are used in.

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