Description
/Preferred Qualifications
We are seeking a Technical Support Engineer (RAPID) to provide advanced technical assistance and leadership in resolving complex issues across optical and electro-mechanical systems, integrated computer platforms, and sophisticated software solutions.
In this role, you will act as the primary escalation point for field-raised problems, ensuring timely and effective resolution through root cause analysis, resource coordination, and actionable plans. You will collaborate with cross-functional engineering teams, lead technical discussions, and drive consensus on solutions.
This position also supports new product introductions, continuous improvement initiatives, and cost-of-service reduction efforts. Global travel (30–50%) is required to address critical on-site challenges and deliver exceptional customer support.
Main Responsibilities:
1. Responsible for providing assistance and support to the Customer Service Engineers in diagnosing, troubleshooting and debugging sophisticated optical/electro-mechanical equipment, computer systems coupled with sophisticated software solutions.
2. Be the lead/owner and provide solutions to field raised issues where the Customer Service Engineer has been unable to resolve these issues in the systems at customers’ sites.
3. Thoroughly recognizing the real problem, aligning for resources, gap analysis, providing POAs.
4. If the depth of technical understanding requires, reporting to relevant engineering teams, host meetings of multiple teams to discuss the technical issues in details, acquire POAs with consensus until issues resolved. Be able to complete this with a timely manner.
5. Be available to travel within region and worldwide to support escalated issues on site. Travel percentage estimated to be 30-50%
6. Supporting NPI and product sustaining/cost of service reduction by suggesting on improvement opportunities, participating or owning certain operations in new project introductions and/or continuous improvement projects.
7. May be involved in customer installation, relocation, and upgrade of equipment as well as providing training to KLA and non KLA personnel
Minimum Qualifications
Master's Level Degree and related work experience of 3 years; Bachelor's Level Degree and related work experience of 5 years
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