Engineer II - Technical Support

Microchip•San Jose, CA

1d•Onsite

About The Position

Join a team of professionals dedicated to providing high-level, high-quality support to customers in Military, Industrial, Financial, Space, and Frequency & Time Synchronization Solutions. As a Senior Technical Support Engineer, you will play a key role in troubleshooting, technical guidance, and post-sales support for Microchip’s Frequency and Time Systems products. The ideal candidate is a proactive problem-solver with strong technical expertise in timing and synchronization systems, excellent communication skills, and a passion for delivering exceptional customer support in high-stakes environments. As a Engineer II - Technical Support Engineer, your primary duties will include, but are not limited to: Develop expertise in Primary Reference Standards, including Atomic Clocks, to assist customers in troubleshooting and resolving technical issues. Interpret schematics, assembly drawings, and production/manufacturing procedures to diagnose and resolve product issues. Troubleshoot FTS timing and synchronization systems, guiding customers through fault identification and resolution. Log customer cases in the Salesforce system, ensuring accurate records and timely updates. Work on solutions or workarounds for customer issues, escalating critical cases when necessary to ensure rapid resolution. Communicate effectively and professionally with customers, providing clear updates and technical guidance. Proactively communicate with Technical Support Management regarding case status and escalations. Document solutions and maintain up-to-date records of customer cases. Focus on post-sales technical engagements for Microchip Frequency and Time Systems (FTS) products. Provide front-line technical and applications support to customers and internal sales teams. Deliver technical presentations and training tailored to customer requirements, emphasizing the scalable features of Microchip FTS equipment. Perform data analysis using proprietary software tools to support troubleshooting and solution development.

Requirements

Bachelor of Science in Electrical Engineering (BSEE) or related field.
Minimum of three (3) years of relevant industry experience.
Strong working knowledge of frequency references, protocols, and network timing technologies including NTP, PTP, IRIG, GPS, GNSS, Network Synchronization, and Test Methodologies.
Demonstrated experience in data analysis and troubleshooting timing/synchronization or similar electronic/RF systems.
Proficiency in interpreting schematics, assembly drawings, and manufacturing procedures.
Excellent verbal and written communication skills, with the ability to engage confidently via phone or web-based conference calls.
Proficiency with Microsoft Windows and Microsoft Office applications.
Strong organizational skills and a systematic, detail-oriented approach to problem-solving.
Ability to work effectively both independently and as part of a team.
Self-motivated with strong time management and prioritization skills.
This job requires access to technology, materials, software or hardware that is controlled by the export laws of the United States. Candidates are required to provide proof of either US citizenship, Permanent US residency or classification as a protected individual as defined in 8 USC 1324b (a) (3).

Nice To Haves

Three or more years of technical support or customer service experience.
Experience supporting customers in telecommunications, aerospace, defense, or critical infrastructure sectors.
Experience delivering technical presentations or customer training sessions.

Responsibilities

Develop expertise in Primary Reference Standards, including Atomic Clocks, to assist customers in troubleshooting and resolving technical issues.
Interpret schematics, assembly drawings, and production/manufacturing procedures to diagnose and resolve product issues.
Troubleshoot FTS timing and synchronization systems, guiding customers through fault identification and resolution.
Log customer cases in the Salesforce system, ensuring accurate records and timely updates.
Work on solutions or workarounds for customer issues, escalating critical cases when necessary to ensure rapid resolution.
Communicate effectively and professionally with customers, providing clear updates and technical guidance.
Proactively communicate with Technical Support Management regarding case status and escalations.
Document solutions and maintain up-to-date records of customer cases.
Focus on post-sales technical engagements for Microchip Frequency and Time Systems (FTS) products.
Provide front-line technical and applications support to customers and internal sales teams.
Deliver technical presentations and training tailored to customer requirements, emphasizing the scalable features of Microchip FTS equipment.
Perform data analysis using proprietary software tools to support troubleshooting and solution development.