Senior Product Support Engineer

Veeco • San Jose, CA

2d

About The Position

Veeco is seeking a Senior Product Support Engineer to provide engineering-level support to customers, customer support personnel, and field support teams responsible for diagnosing, troubleshooting, repairing, and debugging Lithography and Laser Annealing products. This role responds to escalated hardware and software issues that first-line field service teams are unable to isolate or resolve. The ideal candidate is a proactive technical professional with strong problem-solving skills, customer service experience, and expertise in system-level software debugging using techniques such as debug and trace output analysis. The Software Product Support Engineer will lead the local team by analyzing incoming issues, developing action plans, tracking progress, and ensuring customer satisfaction.

Requirements

• Bachelor’s degree in Engineering, Computer Science, Physics, or a related field, or equivalent experience, plus at least (5) five years of customer-facing product support or engineering experience in the semiconductor capital equipment industry.
• Ability to travel domestically and internationally up to 20%.
• Strong knowledge of object-oriented methodologies and technologies, including C#, .NET, C++, Python, VB, COM, MFC, Microsoft Visual Studio, and Windows OS.
• Skilled in debugging large code bases and multithreaded applications.
• Knowledge of software development processes, methodologies, and the full software lifecycle for critical applications.
• Excellent written and verbal communication skills in English.
• Strong project management skills, with the ability to work effectively both independently and as part of a team.
• Strong interpersonal skills, with the ability to communicate effectively across teams and with customers.
• Strong understanding of electrical, mechanical, pneumatic, and optical systems.

Nice To Haves

• experience with HVAC and cooling/chiller technologies is preferred.
• SAP experience preferred.

Responsibilities

• Assess, troubleshoot, and resolve customer software and hardware issues that Field Service has been unable to address.
• Collaborate with customers in business-critical situations, providing responsive, professional technical expertise.
• Partner with customers and internal teams to identify, validate, and implement effective solutions to technical issues.
• Provide engineering teams with technical feedback on product changes, enhancements, design issues, reliability concerns, maintenance challenges, and software defects.
• Track and analyze supplier and Original Equipment Manufacturer (OEM) support calls, authorizing Field Service use of OEM resources as needed.
• Track activities and provide weekly reports to Product Support management.
• Manage customer escalations by ensuring the team focuses on the right tasks, meets schedules, and maintains customer satisfaction.

Benefits

• Medical, Dental, and Vision
• 401(k) with Company Match
• Holiday, Vacation, and Sick Time
• Flexible Spending Accounts (FSA)
• Commuter Benefits
• Life and Accident Insurance
• Disability Insurance
• Tuition Reimbursement
• Employee Assistance Program (EAP)
• Identity Theft Remediation
• Emergency Travel Assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Senior