Technical Support Engineer

About the Role

The Technical Support Engineer will be responsible for providing assistance and support to the Customer Service Engineers in diagnosing, troubleshooting, and debugging sophisticated optical/electro-mechanical equipment, computer systems coupled with complex software solutions.

Key Responsibilities

• Act as the lead/owner to provide solutions for field-raised issues that Customer Service Engineers have been unable to resolve at customer sites. This includes recognizing the real problem, aligning resources, gap analysis, and providing Plans of Action (POAs).
• Report to relevant engineering teams if the depth of technical understanding requires, and host meetings of multiple teams to discuss technical issues in detail.
• Acquire POAs with consensus until issues are resolved in a timely manner.
• Travel within the region and worldwide to support escalated issues on-site. Travel percentage estimated to be 25-50% domestic and international.
• Clearly detail troubleshooting processes, technical findings, and provide service and postmortem reports.
• Support NPI (New Product Introduction) and product sustaining/cost of service reduction by suggesting improvement opportunities.
• Participate in or own certain operations in new project introductions and/or continuous improvement projects.
• May be involved in customer installation, relocation, and upgrade of equipment.
• Provide training to KLA and non-KLA personnel.

Requirements & Tech Stack

• Optical/electro-mechanical equipment
• Computer systems
• Complex software solutions

Qualifications

• Master's Level Degree and 0 years related work experience; OR
• Bachelor's Level Degree and 2 years related work experience; OR
• Equivalent work experience