Software Applications Engineer - Technical Support

About the role

KLA, a global leader in electronics for the semiconductor manufacturing ecosystem, is looking for a skilled, customer-focused Technical Support Engineer in Taoyuan. You will deliver technical support for the Frontline software solution, ensuring customer satisfaction and operational excellence.

Key responsibilities

• Provide first-line technical support for Frontline software, including installation, configuration, version upgrades, troubleshooting, maintenance and issue resolution.
• Serve as the primary technical contact for customers, responding promptly and resolving issues effectively.
• Document, track and escalate complex technical issues and product enhancement requests to R&D and other stakeholders.
• Collaborate with Sales, Product Management, Marketing and R&D on customer onboarding, product demonstrations and product improvements.
• Maintain accurate records of customer interactions, service activities, issues and resolutions in the support management system.
• Deliver technical presentations, customer training and knowledge-sharing sessions.
• Support assigned projects independently and give feedback on customer needs and market trends.
• Travel frequently to different cities for on-site support of regional customers.

Required profile

• Bachelor's or Master's degree and 2-5 years of PCB-related work experience.
• At least 2 years of CAM or MI experience in the PCB industry.
• Proven experience in technical support, software troubleshooting or a related field.
• Good English in reading, writing, listening and speaking.

Required skills

• Familiarity with Frontline InPlan/InFlow or InCAMPro is a major plus.
• Strong understanding of software installation, configuration and maintenance.
• Excellent communication skills and ability to work across departments and manage multiple priorities.