At my job at National Instruments, I am an “Applications Engineer”, which as you guessed by most blank-engineer title is more or less a glamourized cover for something else. In this case, I work as an ultra glorified tech support for some crazy expensive (though arguably cool) products.
That being said, I would like to start talking about some lessons learned from answering calls from NASA, ratheon, boeing, and the like and the nature of problem solving and troubleshooting in general. It would be really easy for me to be a whiney complainer-bot who rips on “newbs”, but I’m going to limit my anecdotes and focus on the core of the issue, getting problems solved.
Problem solving, is an art. If you apply the right technique at the right time, you don’t even have to know that much about the product you’re supporting and its a topic that not many people give much thought about. Problem solving is supposed to come “naturally” and just happen. And as an intelligent person will tell you, that common sense is more often than not, not very common.
So stay tuned for my ramblings, I’ll try to condense them down and post them here in the days and weeks to come. Just keep in mind there is no magic formula to solving a problem, but if you ask the right question, you’ll get the right answer.
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