Lead Software Support Engineer

Who We Are Applied Materials is a global leader in materials engineering solutions used to produce virtually every new chip and advanced display in the world. We design, build and service cutting-edge equipment that helps our customers manufacture display and semiconductor chips – the brains of devices we use every day. As the foundation of the global electronics industry, Applied enables the exciting technologies that literally connect our world – like AI and IoT. If you want to push the boundaries of materials science and engineering to create next generation technology, join us to deliver material innovation that changes the world.

What We Offer Location:

Bangalore,IND

You’ll benefit from a supportive work culture that encourages you to learn, develop, and grow your career as you take on challenges and drive innovative solutions for our customers. We empower our team to push the boundaries of what is possible—while learning every day in a supportive leading global company. Visit our Careers website to learn more.

At Applied Materials, we care about the health and wellbeing of our employees. We’re committed to providing programs and support that encourage personal and professional growth and care for you at work, at home, or wherever you may go. Learn more about our benefits.

Roles and Responsibilities: 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 3 years of experience in software product support
• Bachelor of Engineering degree in Computer Science/Information Science/Electronics with strong back ground in Industrial automation software
• Background in Semiconductor Manufacturing/Industrial Automation is an added advantage
• Strong understanding of SDLC
• Code analysis and Debugging (C++,C,JAVA) optionally concept of Oops.
• B…