Global Software Support Engineer III - (E3)

Description

The company is a global leader in materials science and engineering. Its solutions underpin nearly every new semiconductor chip and advanced display made worldwide.

The equipment the company builds and services supports AI and the commercial rollout of next-generation chips.

You would join the software support group and work on the technology that shapes the electronics industry.

Responsibilities

• Handle customer concerns and problems with software releases, and give each platform's business unit a ranked list of requests.
• Investigate, on your own, a customer's high value problem (HVP), recurring bug, or software failure.
• Diagnose a range of complex software issues and work widely with engineering and peer teams to raise product quality.
• Monitor software performance and quality at external customer sites, and pass customer scenarios and use cases to software test teams.
• Validate customer scenarios for major enhancements.
• Work directly with external customers to analyze requirements, set priorities, and agree on schedules.
• Join product software development early on customer features. Build Field Readiness and Software Readiness checklists for new product introductions.
• Create software training for field service, lab technicians, and manufacturing engineers.
• Teach junior engineers department procedures, company procedures, and detailed product operation.
• Take part in after action reviews to find root causes.

Requirements

• Show working knowledge of your own discipline and a basic understanding of related fields, plus awareness of best practices and how your area connects with others.
• Know the competition and the factors that set them apart in the market.
• Guide less experienced colleagues and lead small projects with manageable risk and resources.
• Solve complex problems, look at existing solutions from a new angle, and make decisions using several sources of information.
• Affect customer, operational, project, or service work within your team and related teams, working within broad guidelines and policies.
• Explain difficult or sensitive information and help build agreement among people.
• Have experience with the company equipment.
• Stay highly motivated and manage your own priorities and workload.
• Be detail-oriented, curious, and eager to understand.
• Record your work in line with BKM practices.
• Juggle many priorities and focus on what matters most.
• Communicate well in writing and speaking.
• Work well in a team and care about quality.

Conditions

Salary range: $108,000.00 - $148,500.00, based on location, hire grade, job knowledge, skills, experience, and internal equity with current team members.

Location: Phoenix, AZ.

Full-time, regular assignment.

Travel: 20% of the time.

Relocation assistance is available.

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

Accommodation requests can be sent to the company's accessibility team; that channel is not for checking application status.

Benefits

• A comprehensive benefits package.
• Possible participation in a bonus program and a stock award program, where applicable.
• Support for personal and professional growth, plus health and wellbeing programs for work and home.