Global Software Support Engineer III - (E3)

Description

The company is a materials science and engineering business. Its equipment is used to make virtually every new semiconductor chip and advanced display, and it supports the development of AI and next-generation chips.

The software support team works on the software that runs this equipment at customer sites worldwide.

Responsibilities

• Manage customer expectations and software release issues by giving each business unit a prioritized list of requests for each platform.
• Investigate the high value problems, systemic bugs and software failures that matter most to customers, working on them independently.
• Troubleshoot complex software problems and work closely with engineering and peer groups to raise product quality.
• Track software performance and quality at external customer sites, and pass customer scenarios and use cases to software test teams.
• Validate customer scenarios for key enhancements.
• Work with external customers on requirements, priorities and schedules.
• Take part early in product software development work on customer features.
• Build Field Readiness and Software Readiness checklists for New Product Introductions.
• Create software training programs for field technicians, lab technicians and manufacturing engineers.
• Teach junior engineers departmental procedures, corporate procedures and detailed product operation.
• Join after action reviews to find root causes.

Requirements

• Experience with the company's equipment.
• Practical expertise in your own discipline, with a basic working knowledge of related disciplines.
• Knowledge of best practices, how your area fits with others, and how competitors differ in the market.
• Ability to solve complex problems, view existing solutions from a new angle, and judge based on several sources of information.
• Ability to explain difficult or sensitive information and build consensus.
• Ability to advise less experienced colleagues and lead small projects with manageable risk and resources.
• Attention to detail, curiosity and a drive to understand.
• Ability to document work in line with BKM practices.
• Ability to juggle many priorities and focus on what matters most.
• Self-starter who manages their own work.
• Strong written and verbal communication.
• Focus on teamwork and quality work.

Conditions

Full time, regular assignee role.

Travel is required for 20% of the time.

Relocation assistance is available.

Based in Austin, TX.

Salary range is $108,000.00 to $148,500.00.

Pay depends on location, hire grade, job-related knowledge, skills, experience, and internal equity with current team members.

For sales roles, the posted range is the Target Total Cash range, the base salary plus target bonus at 100% goal achievement.

Benefits

• Comprehensive benefits package.
• Possible bonus and stock award participation, where applicable.