Product Support Engineer (Software) all genders

Provides support to customer/users where the product is highly technical or sophisticated in nature. Develops customer confidence through credible recommendations and an understanding of the customer's perspective to support sales, service and revenue. Participates in Lam's worldwide technical community and actively shares knowledge and takes a leadership position to enhance worldwide learning and its application. 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. Regular active collaboration and communication with various groups within the company to support customer projects Acts as technical mentor for field and account engineers and may design or conduct training sessions. PhD with no work experience or; MS or Engineering degree with 3+ years of work experience; or Bachelor with 5+ years of work experience. Software engineering or computer science background Understand and work from electrical and mechanical schematics, diagrams and interpret operation manuals. Use computer applications, including data analysis tools, word processing, spreadsheet, and presentation software. 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. Able to work flexible shifts and on-call including nights, weekends, and holidays. Able to travel both domestic and international based on business need. Familiar with the Software structure and the ability to troubleshoot from the Control Works level. Acquainted with Analog-to-Digital I/O devices IOC, SIOC, EIOC, and how they interact with the Tool Platform SW Package. Knowledge of the directory structure, and the ability to troubleshoot the structure. Communicate with customer at a technical level and influence customer decision to follow action plans. Communicates fluently in English, an additional European language is an advantage.