Global Product Support Engineer , Sr

Overview

Serve as the technical support backbone for field engineers, technicians and product support personnel, diagnosing, troubleshooting, repairing and debugging complex semiconductor equipment.

What you'll do

• Support and manage customer-facing software activities for Lam products, including escalation management, upgrades, patch creation and testing, and maintenance of install-base health at customer sites.
• Investigate, troubleshoot, debug and resolve software and system-level issues by analyzing logs, reviewing code where needed, and collaborating with cross-functional engineering teams to identify root cause and drive issues to closure.
• Coordinate and execute Lab SW Upgrades.
• Perform green-to-green preparation for upgrades.
• Monitor lab issues and provide quick resolution and root cause analysis.
• Partner with development, program management and cross-functional engineering teams to support new product and feature introductions by understanding product roadmaps and driving Alpha, Beta and customer readiness.
• Collaborate with cross-functional teams to ensure timely issue resolution.
• Take onsite assignments for escalation and customer management.

What you'll need

• Bachelor's degree in engineering, preferably Computer Science, Electronics or Information Technology.
• 2 to 5 years of experience.
• Strong analytical, problem-solving and troubleshooting skills.
• Excellent written and verbal communication skills.
• Working knowledge of computer architecture and operating systems.
• Prior experience in handling customer escalations.

Nice to have

• Experience working with real-time control systems.
• Experience in the semiconductor equipment manufacturing industry.

Details

• Onsite assignments for escalation and customer management.
• Work mode: On-site Flex (3+ days per week on-site at a Lam or customer/supplier location, remote for the balance of the week) or Virtual Flex (1-2 days per week on-site, remote the rest of the time).