Technical Support Engineer
About The Position
The Technical Support Engineer provides technical assistance to Customer Service Engineers diagnosing, troubleshooting, and debugging sophisticated optical and electro-mechanical equipment and computer systems coupled with software solutions. The role owns field-raised issues that Customer Service Engineers cannot resolve at customer sites, identifies root problems, coordinates resources, performs gap analysis, and develops plans of action. The engineer works with engineering teams and hosts cross-functional meetings to resolve technical issues, identifies standardization opportunities, and drives postmortem plans. The position supports escalated issues on site in the region and worldwide, with estimated travel of 30–50%. It also contributes to new product introductions, product sustaining, and cost-of-service reduction through improvement opportunities and continuous improvement projects. The role may include customer equipment installation, relocation, upgrades, and training KLA personnel.
Requirements
- Bachelor's-level degree and 5 years of related work experience, or equivalent work experience.
- Experience troubleshooting optomechanical and/or mechatronics subsystems.
Nice To Haves
- Fundamental understanding or experience troubleshooting optical/electro-mechanical subsystems.
- Experience with KLA Laser Scanning Systems.
Responsibilities
- Assist Customer Service Engineers in diagnosing, troubleshooting, and debugging sophisticated optical/electro-mechanical equipment and computer systems with software solutions.
- Own and provide solutions for field-raised issues that Customer Service Engineers cannot resolve at customer sites.
- Identify the real problem, align resources, perform gap analysis, and provide plans of action.
- Work with engineering teams, host meetings across multiple teams, and drive technical issues toward resolution.
- Recognize standardization actions and drive postmortem plans.
- Travel within the region and worldwide to provide on-site support for escalated issues; estimated travel is 30–50%.
- Support new product introduction, product sustaining, and cost-of-service reduction by suggesting improvements and participating in or owning operations in new projects and continuous improvement projects.
- Potentially support customer equipment installation, relocation, and upgrades, and provide training to KLA personnel.
Benefits
- Medical, dental, vision, life, and other voluntary benefits.
- 401(k) with company matching.
- Employee stock purchase program (ESPP).
- Student debt assistance.
- Tuition reimbursement program.
- Development and career growth opportunities and programs.
- Financial planning benefits.
- Wellness benefits, including an employee assistance program (EAP).
- Paid time off and paid company holidays.
- Family care and bonding leave.
- Performance incentive programs may be available.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
