Global Software Support Engineer - (E3)

Customer & Field Support Lead investigation and resolution of complex software issues reported from customer sites and internal labs. Review, troubleshoot, and validate customer and field‑reported issues; identify root cause and submit detailed defect reports to the development team. Manage customer expectations and professionally handle high‑visibility software escalations to ensure software is not a showstopper for product performance or adoption. Act as the voice of the customer, serving as the primary interface between customers, account teams, and software development. Support First‑in‑Fab (FIF) and early customer deployments to ensure smooth software introductions. Partner with Product Management and Software Engineering on requirements gathering, specification clarification, and feature readiness. Drive smooth transitions from development to deployment, customer acceptance, and sustained support. Collaborate with hardware, process, and tool owners to triage and debug software, hardware, or configuration‑related issues. Differentiate between software, hardware, and configuration issues during troubleshooting. Perform in‑depth log analysis, simulation‑based debugging, and source‑code review when required. Identify systemic issues in the software code base and proactively suggest improvements to development teams. Develop internal software utilities and tools to accelerate troubleshooting and issue resolution. Develop and deliver technical training for Field Software Support Engineers (SSEs) to improve response time and solution quality. Create and maintain software documentation including troubleshooting guides, deployment procedures, and known‑issue workarounds. Track software performance trends at customer sites and provide data‑driven feedback to product and development teams. Master's degree preferred in Computer Science, Industrial Engineering, Engineering Management or a related field. Bachelor's degree with 5+ years of relevant experience will also be considered. Minimum 5+ years of experience in software product support, systems engineering, or related technical roles. Experience supporting complex, customer‑facing software products in a production environment. Strong understanding of the Software Development Life Cycle (SDLC). Hands‑on experience troubleshooting software issues using logs, simulators, and diagnostic tools. Code analysis and debugging experience in C and/or C++. Basic scripting experience (e.g., Python) is an added advantage. Familiarity with SQA methodologies and software release qualification processes. Strong working knowledge of Windows operating systems and networking concepts. Excellent analytical, problem‑solving, and troubleshooting skills. Strong written and verbal communication skills with the ability to collaborate across global, cross‑functional teams. Self‑motivated, adaptable, and eager to learn new technologies. Ability to manage priorities, meet deadlines, and operate effectively with minimal supervision.