Product Support Engineer

Job Responsibilities

Provides software technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature.

Other Job Responsibilities

• Software technical support background on Lam Deposition products.


• Communicates as a subject matter expert on high level technical software issues.


• Supports customer escalations while providing guidance and recommending solutions.


• Collaborates with other team members and development teams to help customers resolve issues. 


• Drives required actions at the customer site to resolve escalations and prevent repeat problems. 


• Leads customer escalation meetings.


• Participates in the review of procedures, Tech Memo, processes and tool design impacting development activity.


• Manages projects and provides reports to management to deliver the desired result.


• Domestic and International travel is required based on business need. Currently requires a minimum of 35% travel to all customer site and manufacturing locations within region.

Minimum Qualifications

• Bachelor's degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience.


• Use computer applications, including data analysis tools, word processing, spreadsheet, and presentation software.


• Formulate root cause hypothesis, analysis and action plans with detail problem statements, data analysis and success criteria.


• Provide quality remote and on-site escalation support and escalation management.


• Troubleshoot technical problems and coordinate multiple technical tasks.


• Work directly with customers to meet their needs and expectations with attention to detail and high degree of accuracy


• Establish and maintain cooperative working relationships with co-workers and customer and adhere to customer rules and policies regarding worksite behavior and safety with minimal supervision


• Able to work in constrictive clean room environment, wearing appropriate personal protective safety equipment as required, and sit or stand for prolonged periods of time in a demanding environment with changing workloads.


• Work flexible shifts and on-call including nights, weekends, and holidays. 


• Be available for constant communication with the field through either meeting, instant messenger, text, email, etc.


• Able to travel both domestic and international based on business need.

Preferred Qualifications

• Familiar with the software structure and the ability to troubleshoot software through log analysis.


• Acquainted with Analog-to-Digital I/O devices IOC, SIOC, EIOC, and how they interact with the Tool Platform SW Package.


• Communicate with customer at a technical level and influence customer decision to follow action plans.


• Proficiency with Host GEM standards, able to perform data failure analysis, and debug automation issues.

Our Commitment

We believe it is important for every person to feel valued, included, and empowered to achieve their full potential. By bringing unique individuals and viewpoints together, we achieve extraordinary results.

Lam Research ("Lam" or the "Company") is an equal opportunity employer. Lam is committed to and reaffirms support of equal opportunity in employment and non-discrimination in employment policies, practices and procedures on the basis of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex (including pregnancy, childbirth and related medical conditions), gender, gender identity, gender expression, age, sexual orientation, or military and veteran status or any other category protected by applicable federal, state, or local laws. It is the Company's intention to comply with all applicable laws and regulations. Company policy prohibits unlawful discrimination against applicants or employees.

We Look Forward to Your Application

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