Product Support Engineer [Software]

About the position

As a Software Engineer at Lam, you will be at the forefront of innovation by designing, developing, and troubleshooting, and debugging software programs. Your role is pivotal in troubleshooting software issues on tools that support design, infrastructure, and technology platforms. Your expertise will determine hardware compatibility and influence design, ensuring seamless integration between software and hardware. In this role, you'll make an impact across Lam's entire product portfolio of equipment working within our centralized software engineering team, collaborating with some of the brightest minds in the industry.

Responsibilities

• Provide software support for Lam's Etch/Deposition tools and associated software applications for field deployment to multiple customers.
• Act as interface between regional support and SW Engineering for customer escalation management that include Spec Reviews, Software solution deliverables and upgrades.
• Support activities that include software installation, troubleshooting/debugging software issues, creating technical documentation, and conducting training sessions for customers/support engineers.
• Extend support activities by physically participating in Fremont labs to evaluate the Concept and Feasibility or Alpha form fit and function of software/hardware on Lam's equipment and pilot equipment manufacturing.
• Troubleshooting includes understanding the problem statement, analyzing logs, reviewing/understanding software code to identify the root cause of the issue, and working with cross-functional teams to ensure the successful closure of requests.
• Interact with cross-functional teams to have ready access to software, process, electrical, mechanical, and product safety engineers for effective escalation management.
• Technical documentation activities include capturing data for software installation, enabling configuration, maintenance activities, and creating technical training content.
• Project management activities include driving software quality improvement projects by collaborating with cross-functional teams across regions. This requires effective planning, periodic follow-up, maintaining status reports, providing technical input, creating/delivering presentations, and stakeholder management.
• Participate in multiple technical reviews such as Concept and Feasibility, Alpha & Beta Readiness meetings, Customer Escalation review, and Critical Design Review meetings.
• Adhere to Lam's culture and core values.
• Other activities include software qualification assurance and continuous integrated software testing and development practices and methods, using standard software development program management processes.
• Travel up to 20% of the time may be expected for support activities.

Requirements

• Master's degree in Computer Science or equivalent with a minimum of 6 years of industry experience or Bachelor's degree in Computer Science or equivalent with a minimum of 8 years of industry experience.
• Excellent presentation and communication skills (oral and written).

Nice-to-haves

• Prior semiconductor equipment experience.
• Experience in distributed embedded controls system desired.
• Experience in supporting Lam Tools at a customer Fab (hardware/software).
• Previous roles demonstrating R&D, new product development, and customer-facing assignments showing a good understanding of both factory and customer needs/issues.

Benefits

• Comprehensive set of outstanding benefits including health insurance, retirement plans, and flexible work location models.