Associate Technical Lead Software Support Engineer

As a lead/senior Software Support Engineer, your primary responsibility will be to resolve software issues reported from current product install base. You will be part of a cross functional team which will be responsible for successful deployment of software at customer site.

• Review and respond to customer/field issues and questions. Troubleshoot/validate issues reported from the field and submit bug tracking reports.
• Responsible for verifying and validating software functionality. Make sure various customer use-cases can be satisfactorily met by the software.
• Act as an interface between the Customer and Software team related to new products/features for Requirement gathering and Spec clarification. Responsible for smooth transition from development to deployment and acceptance at the customer sites.
• Document software changes for new products, enhancements and defects. Work with Product team to gain strong domain and product functionality/architecture knowledge.
• Possess the ability to differentiate between hardware, software and other configuration issues. Looking into code to debug issues using source code is an added advantage.
• Manage Customer expectation to efficiently and professionally handle escalations. Ensure Software is not a showstopper for product success/performance.
• Install and configure software releases on engineering and process lab tools. Work with tool owners and HW/process engineers to debug and triage issues seen on tools in internal labs.
• Manage customer system configuration and setup for new products/features. Use software simulators to run customer scenarios for new products/features.
• Lead cross-platform software validation activities for new products/features.
• Develop and provide training to the field Software Support Engineers (SSEs) to ensure a fast response to customer’s software questions or issues.
• Track software performance at customer sites. Plan for First in FAB introductions to ensure successful deployments.
• Develop documentation for software troubleshooting, problem resolution, and software procedures.
• Identify problems in the software code base and suggest solutions to the development team.
• Manage customer expectations to efficiently and professionally handle escalations.
• Be the “voice of the customer” and the interface between our customers, account teams and the development team.
• Develop software utilities to aid software troubleshooting.

Experience, Skills and Educational Requirements:

• Excellent analytical skills, methodical problem solving skills and troubleshooting skills
• Excellent communication skills (verbal and written) and the ability to interact with extended teams spread across the globe.
• Minimum 5 years of experience in software product support
• Code analysis and Debugging (C++, C, JAVA) optionally concept of Oops.
• Bachelor of Engineering degree in Computer Science/Information Science/Electronics with strong background in Industrial automation software
• Background in Semiconductor Manufacturing/Industrial Automation is an added advantage
• Strong understanding of SDLC
• Basic scripting experience with a language like Python. (Added Advantage)
• Prior experience in SQA methodologies is an added advantage
• Self-motivated and willing to learn new skills and technologies as needed
• Ability to meet objectives, goals and deadlines with minimal supervision.
• Experience in troubleshooting software issues using logs & simulation.
• Windows operating system and networking experience.