Software Product Support Engineer

Provide software support for Lam's Etch/Deposition tools and associated software applications for field deployment to multiple customers. Act as interface between regional support and SW Engineering for customer escalation management that include Spec Reviews, Software solution deliverables and upgrades. Support activities that include software installation, troubleshooting/debugging software issues, creating technical documentation, and conducting training sessions for customers/support engineers. Extend support activities by physically participating in Fremont labs to evaluate the Concept and Feasibility or Alpha form fit and function of software/hardware on Lam's equipment and pilot equipment manufacturing. Troubleshooting includes understanding the problem statement, analyzing logs, reviewing/understanding software code to identify the root cause of the issue, and working with cross-functional teams to ensure the successful closure of requests. Interact with cross-functional teams to have ready access to software, process, electrical, mechanical, and product safety engineers for effective escalation management. Participate in multiple technical reviews such as Concept and Feasibility, Alpha & Beta Readiness meetings, Customer Escalation review, and Critical Design Review meetings. Master's degree in Computer Science or equivalent with a minimum of 6 years of industry experience or Bachelor's degree in Computer Science or equivalent with a minimum of 8 years of industry experience. Excellent presentation and communication skills (oral and written). Prior semiconductor equipment experience. Experience in distributed embedded controls system desired. Experience in supporting Lam Tools at a customer Fab (hardware/software). Previous roles demonstrating R&D, new product development, and customer-facing assignments showing a good understanding of both factory and customer needs/issues.