Technical Product Support Engineer-Semiconductor Equipment Escalations

KLA•Phoenix, AZ

6d•Onsite

About The Position

In this role, you will play a key part in advancing business priorities by delivering high-impact work across your area of expertise. The Opportunity Join KLA as a Technical Product Support Engineer providing advanced troubleshooting support for sophisticated semiconductor capital equipment. This is a hands-on, equipment-focused engineering role centered on diagnosing and resolving complex optical, electrical, mechanical, electro-mechanical, computer-control, and integrated software issues—not corporate IT, desktop support, or help-desk support. You will serve as the second point of escalation when field product support teams have been unable to isolate or resolve an equipment problem. Working with field engineers, product specialists, and engineering teams, you will help determine root cause, develop an effective recovery plan, and restore equipment performance for our customers. This description retains the internally reviewed responsibilities for unresolved KLA equipment issues, short-notice worldwide field support, technical reporting, training, and 40–70% domestic and international travel.

Requirements

Demonstrated hands-on equipment problem-solving and troubleshooting experience.
Experience working with semiconductor manufacturing equipment, semiconductor capital equipment, or other sophisticated capital equipment.
Ability to troubleshoot integrated systems involving optical, electrical, mechanical, electro-mechanical, computer-control, and software components.
Ability to move beyond symptom identification and perform structured fault isolation and root-cause problem solving.
Ability to collaborate effectively across field service, product support, engineering, and specialist teams.
Ability to communicate technical findings clearly through written reports, troubleshooting documentation, and technical training.
Ability to remain customer-focused and solution-oriented while supporting urgent or high-impact equipment issues.

Responsibilities

Serve as the second-level technical escalation resource for ongoing issues involving KLA semiconductor equipment when field product support teams are unable to resolve the problem.
Assist field engineers with diagnosing, troubleshooting, and debugging sophisticated optical, electrical, mechanical, and electro-mechanical equipment , including computer-control systems and integrated software solutions.
Apply in-depth system knowledge and a strong understanding of equipment operating principles to isolate complex or ambiguous failures.
Perform hands-on, system-level problem solving to identify root cause, determine corrective action, and minimize equipment downtime.
Exercise sound technical judgment within broadly defined practices and policies when selecting troubleshooting methods, diagnostic techniques, and recovery actions.
Collaborate with product specialists, engineering teams, field organizations, and other technical partners to develop an optimized plan of action.
Drive escalated issues toward resolution, restore equipment functionality, and support a positive customer outcome.
Travel to customer locations regionally and worldwide, sometimes on short notice, to support critical escalated issues on-site.
Document troubleshooting processes, diagnostic results, technical findings, corrective actions, and lessons learned.
Prepare clear service reports and postmortem reports following significant technical events.
Support equipment installation, relocation, modification, or upgrade activities as needed.
Provide technical training, knowledge transfer, and troubleshooting guidance to field engineers and other technical personnel.