Global Software Support Engineer

Title: Senior Software Support Engineer

Location: Bangalore

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.
• 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.

About Company

Applied Materials, Inc. is the global leader in materials engineering solutions for the semiconductor, flat panel display and solar photovoltaic (PV) industries. Our technologies help make innovations like smartphones, flat screen TVs and solar panels more affordable and accessible to consumers and businesses around the world.

What we do:

Common Systems Software is part of Corporate Engineering Group and is responsible for Design, Development, Test and Support of Supervisory Control System Software that is used to control the Wafer Fabrication Equipment (WFE) made by Applied Materials.

 What we are NOT:

A chip designing company (on the contrary, the software we develop controls the equipment that is used to make chips)

An “embedded” technologies company

Qualifications

Education:

Skills

Certifications:

Languages:

Years of Experience:

Work Experience:

Additional Information

Shift:

Travel:

Relocation Eligible:

Applied Materials is an Equal Opportunity Employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, national origin, citizenship, ancestry, religion, creed, sex, sexual orientation, gender identity, age, disability, veteran or military status, or any other basis prohibited by law.