Technical Support Engineer

Nova is looking for a highly technical, motivated Technical Support Engineer to support our growth in the semiconductor industry. The role involves applying scientific methodologies and robust statistical techniques to optimize applications for high-volume manufacturing (HVM) fab environments, as well as providing regional support for new product introduction and evaluation activities (beta, head-to-head).

Pay

$100,000–$148,000 annually (DOE)

Why Nova

• Certified Great Place to Work: Recognized in 2022, 2023, and 2024 based on employee feedback, consistently ranked among the Top 30 companies in our industry for workplace excellence.
• Customer-Focused Environment: Be the face of Nova. We value strong relationships, and you’ll work closely with customers to understand their needs and deliver high-impact solutions.
• Culture of Continuous Learning: At Nova, growth never stops. You'll work with cutting-edge metrology tools, collaborate with top engineers, and participate in ongoing industry training programs.

Responsibilities

• Provide field engineer and customer support, including technical problem solving, diagnosis, repair, installation, modification, and upgrade of systems, as well as customer training.
• Demonstrate ability to manage escalations and critical customer situations successfully.
• Act as primary contact between factory, field team, and customers for collection and analysis of system performance data, system reliability data, system tracking, and customer satisfaction.
• Coordinate all service activities with field teams and customers to maximize system tool uptime and performance.
• Collect, prepare, and formally communicate daily, weekly, monthly, and other routine customer and factory-required data analysis and quality metrics reporting.
• Work closely with field support, engineering, and operations to provide feedback on serviceability, reliability, ease of installation, upgrades, and other customer/tool-related quality metrics and issues.
• Report design, reliability, and/or maintenance issues to engineering.
• Create, edit, and review technical field and training materials and documentation.
• Support beta programs at customer sites and at headquarters.
• Develop technical training programs and classes, as well as deliver training to field personnel and customers, including mentoring and on-the-job training of new personnel.

Requirements

• Bachelor’s degree in Engineering, Physics, Material Science, Chemistry, and/or 5 years of relevant experience in the field. Military and/or other technical experiences will be considered.
• Experience in a semiconductor manufacturing technical support role or equivalent experience in a similar technical business such as an analytical instrument capital equipment organization. Semiconductor metrology equipment or related equipment manufacturing experience is beneficial.
• Ability to work effectively in a multifunctional team, including Field Teams, Engineering, Operations, Tech Support, Applications, Marketing, and Sales.
• Excellent problem-solving skills and strong analytical, data analysis, and diagnostics ability.
• Excellent written and oral communication skills.
• Excellent knowledge of semiconductor technical support requirements as well as field service processes and procedures.
• Strong project and time management skills.
• Excellent customer relations and communication skills.
• Excellent escalation management skills.
• Training development and delivery experience.
• New product introduction management experience.
• Must be able to bend, crawl, and work in and around systems and within semiconductor manufacturing facilities.
• Must be able to lift, carry, and move job-related items.
• This position requires global travel as needed; estimated travel time is at least 30% of the year.

About Nova

Nova (NASDAQ: NVMI) is a global company and a leading provider of innovative metrology solutions for process control in semiconductor manufacturing. With a team of ~1,200 people in three R&D centers and 27 field offices, we bring insights into the world’s most advanced industry. We leverage multiple technology fields such as physics, optics, chemistry, and algorithms to develop hardware and software solutions that measure almost every advanced computer chip built in the world. Nova dives deep into dimensions and layers at the atomic level to extract unique insights and provide our customers with crucial decision-making data, managing critical challenges by delivering unique, differentiated solutions.