Global Software Support Engineer III - (E3)

Applied Materials•Austin, TX

About The Position

Applied Materials is hiring a Global Software Support Engineer III to support customers using its equipment and software. The role independently investigates high-value customer problems, systemic bugs, and software failures; troubleshoots complex software issues; and works with engineering and peer teams to improve product quality. The engineer tracks software performance and quality at customer sites and communicates customer scenarios and use cases to software test teams. The position also validates customer scenarios for key enhancements, engages with customers and product development teams on requirements and features, and develops readiness checklists for new product introductions. Additional duties include creating software training programs and delivering training to junior engineers. The role is based in Austin, Texas, includes 20% travel, and is eligible for relocation.

Requirements

Experience with Applied Materials equipment.
Strong written and verbal communication skills.
Ability to manage multiple priorities and focus on what is most important.
Ability to work independently as a self-starter and self-manage.
Attention to detail, curiosity, and a desire to understand issues.
Focus on teamwork and quality work.

Responsibilities

Manage customer expectations and issues related to software releases, and provide business units with prioritized requests for each platform.
Independently learn about and investigate customers’ high-value problems, systemic bugs, and software failures.
Troubleshoot complex software problems and collaborate broadly with engineering teams and peer groups to improve product quality.
Track software performance and quality at external customer sites.
Provide customer scenarios and use cases to software test teams to help improve product software quality.
Perform customer scenario validation for key enhancements.
Interface with external customers to analyze and prioritize requirements and establish schedules.
Engage early with product software development teams on customer features.
Develop Field Readiness and Software Readiness checklists for new product introductions.
Develop software training programs for field and lab technicians and manufacturing engineers.
Train junior engineers in departmental and corporate procedures and detailed product operation.
Participate in after-action reviews to determine root causes.
Document work activities in accordance with BKM practices.