Technical Support Engineer

About the role

KLA, a global leader in electronics for the semiconductor manufacturing ecosystem, is hiring Technical Support Engineers (TSEs) as part of its Product Support Organization. TSEs respond to ongoing technical issues of KLA equipment that field product support teams could not resolve, requiring in-depth system knowledge and sound understanding of operating principles. The role supports KLA's new products and works within a multi-functional team.

Key responsibilities

• Coordinate and lead service alert calls with field service and development engineers to analyze and resolve tool issues.
• Gain engineering-level knowledge of complex systems (optics, electronics, mechanical and pneumatic components, software and algorithms) by working with marketing, development engineering, logistics and field service teams.
• Standardize solutions across customers, including defining best-known methods (BKM).
• Act as a two-way conduit between development engineers and field service teams, and gather and analyze tool data and logs to find sources of systematic issues.
• Help develop technical service procedures and write technical reports covering issues, analysis, assessments, system status, BKM and engineering recommendations.
• Provide written plans of action by e-mail, on the phone or at customer sites in the US, Asia and Europe when field service engineers cannot resolve complicated performance problems.
• Backfill or over-support Field Service teams.

Required profile

• STEM bachelor's degree; master's degree preferred.
• 2-5 years of experience or equivalent education and experience in optical and/or electromechanical systems; semiconductor capital equipment experience strongly preferred.
• Previous technical support and system-level troubleshooting experience, and experience driving multi-disciplinary teams, preferred.
• Ability to quickly diagnose problems from inspection reports, system logs, parametric diagnostic data and other test results.
• Excellent oral and written communication skills.
• Willingness to travel 30-50% annually once trained and certified.