Global Product Support Engineer 4

Lam Research•Fremont, CA

5d•$104,000 - $231,000•Hybrid

About The Position

The Global Product Support (GPS) organization is responsible for providing technical leadership and product support across Lam Research’s global customer base. Serving as the bridge between customers, Field Service, Product Engineering, and Manufacturing, the team drives rapid issue resolution, product performance improvement, and technology support. GPS engineers lead critical customer escalations, root cause investigations, productivity enhancement initiatives, and new product deployments to ensure customer outcomes and operational performance. Through close collaboration with cross-functional teams around the world, the organization plays a key role in improving system reliability, machine availability, and overall customer satisfaction. As a Global Product Support Engineer at Lam, you're the primary source of technical support for field engineers, technicians, and product support personnel. Your expertise is important for diagnosing, troubleshooting, repairing, and debugging complex semiconductor equipment. Your timely response to situations is critical in resolving issues and ensuring satisfaction of Lam’s customers. Your expertise will directly contribute to higher system reliability, increased machine availability (MA), improved productivity, and faster issue resolution across customer manufacturing sites worldwide. By leading root cause investigations and partnering with cross-functional teams, you will drive sustainable solutions that enhance customer satisfaction and strengthen Lam’s reputation as a technology provider. Your contributions will help support product adoption, ongoing improvement, and enable customers to achieve their technology and business objectives in an increasingly demanding semiconductor manufacturing environment. Your expertise will help customers maximize equipment performance, improve machine availability (MA), and achieve manufacturing productivity goals. By driving complex troubleshooting efforts, leading root cause investigations, and coordinating cross-functional problem-solving activities, you will deliver effective solutions that reduce downtime, improve reliability, and enhance operational efficiency. Your ability to translate technical challenges into sustainable improvements will directly influence customer success, business growth, and the continued advancement of Lam’s semiconductor technologies.

Requirements

Minimum of 8 years of related experience with a Bachelor’s degree; or 6 years and a Master’s degree; or a PhD with 3 years experience; or equivalent experience.

Nice To Haves

8+ years of experience supporting semiconductor manufacturing equipment, process development, product engineering, or field service operations.
Strong understanding of semiconductor equipment systems, including vacuum systems, gas delivery systems, thermal control systems, automation, and electro-mechanical assemblies.
Demonstrated experience leading complex troubleshooting efforts and root cause investigations in a high-volume manufacturing environment.
Proven ability to improve equipment performance, machine availability (MA), reliability, productivity, and operational efficiency.
Knowledge of structured problem-solving methodologies such as PSDM, RCCA, 8D, FMEA, DOE, or Six Sigma.
Experience with data analysis tools and the ability to interpret equipment performance trends, process data, and reliability metrics.
Experience developing technical documentation, troubleshooting guides, training materials, and best known methods (BKMs).
Experience supporting advanced semiconductor manufacturing technologies, including deposition, etch, packaging, or related process applications.
Ability to travel internationally to support customer escalations, product deployments, and strategic business initiatives.
Requires up to 25% international & domestic travel.

Responsibilities

Provide advanced technical support for Lam Research products and serve as a primary escalation point for complex customer issues worldwide.
Lead troubleshooting efforts involving hardware, software, process, and system-level challenges to ensure rapid issue resolution and minimal customer impact.
Collaborate with Product Engineering, Hardware Engineering, Software Engineering, Manufacturing, and field service organizations to develop and deploy effective technical solutions.
Support customer productivity improvement initiatives focused on Machine Availability (MA), throughput optimization, uptime improvement, and cost reduction.
Support new product introductions (NPI), beta evaluations, field upgrades, and engineering change implementations.
Develop and maintain technical documentation, troubleshooting guides, best known methods (BKMs), and training materials for global support teams.
Provide technical guidance during critical customer escalations and communicate recommendations to customers, management, and cross-functional stakeholders.
Mentor field engineers and support personnel by sharing technical expertise and promoting best practices throughout the organization.
Travel domestically and internationally as required to support customer sites, business needs, and strategic initiatives.