Product Support Engineer 1

Mattson Technology•Fremont, CA

About The Position

The Product Support Engineer I provides frontline technical support for customers and internal stakeholders regarding company products, systems, and applications. This entry-level engineering role is responsible for troubleshooting product issues, assisting with product installations and configurations, documenting technical solutions, and escalating complex issues to senior engineers. The Product Support Engineer I serves as a critical link between customers, engineering, quality, and product management teams to ensure a positive customer experience and continuous product improvement.

Requirements

Bachelor's degree in Engineering, Computer Science, Electronics, Physics, Information Technology, or a related technical field.
0-2 years of experience in technical support, product support, engineering, customer service, or a related function.
Basic understanding of troubleshooting methodologies and root cause analysis.
Strong analytical and problem-solving skills.
Effective verbal and written communication skills.
Ability to manage multiple priorities in a fast-paced environment.
Proficiency with Microsoft Office applications and customer support systems.
Strong customer service orientation and professionalism.

Responsibilities

Respond to customer inquiries and technical support requests via phone, email, ticketing systems, or remote support tools.
Troubleshoot product performance, functionality, and application issues using established procedures.
Assist customers with product installation, setup, operation, and maintenance activities.
Document customer interactions, issue resolutions, and troubleshooting steps in the support management system.
Escalate complex technical issues to senior support engineers or engineering teams as required.
Monitor and track support cases to ensure timely resolution and customer satisfaction.
Reproduce and validate reported product issues for engineering review.
Assist in creating and maintaining technical documentation, knowledge base articles, FAQs, and troubleshooting guides.
Collaborate with Quality, Manufacturing, Engineering, and Product Management teams to resolve recurring product issues.
Support product testing and validation efforts when troubleshooting field issues.
Participate in customer training sessions and product demonstrations as needed.
Provide feedback regarding product performance, reliability, and customer concerns to support continuous improvement initiatives.
Maintain a strong understanding of company products, technologies, and applications.
Adhere to company quality, safety, and compliance standards.