Senior Technical Product Support Engineer

You Make An Impact By:

• Providing expert-level technical support to customers, resolving complex technical issues related to company products or services
• Handling escalated technical issues and collaborating with cross-functional teams to resolve customer problems
• Interacting directly with customers to understand and diagnose technical issues, providing timely and effective solutions
• Mentoring and coaching junior technical support engineers, providing guidance on technical troubleshooting, best practices, and customer interaction
• Contributing to the creation and maintenance of technical documentation, knowledge base articles, and support tools
• Sharing knowledge and best practices with the technical support team to enhance overall team capability
• Identifying opportunities for process improvement in technical support operations
• Monitoring and reporting on technical support metrics, including ticket resolution time, customer satisfaction, and issue escalation rates
• Ensuring adherence to quality standards, service level agreements (SLAs), and regulatory requirements

Skills You Bring:

• Bachelor’s degree in a relevant field or a minimum of 4 years of directly related experience in lieu of a degree
• Master’s degree preferred
• At least 5 years of experience in service engineering or a similar technical support role
• Preferred: Experience working with B2B (business to business) capital equipment or similarly complex systems
• Preferred: Experience working in semiconductor, PCB, or similar industries