Senior Support Engineer

Edwards Vacuum; Burgess Hill; On-site; GBP 45,000 - 65,000; Full time

Job summary

A leading company in vacuum technologies is seeking a Senior Software Application Support Engineer to enhance their customer support for semiconductor software products. This role encompasses troubleshooting custom applications, managing installations, and providing technical consultation, with international travel opportunities. Ideal candidates will possess strong analytical skills and experience with bespoke software in customer-facing settings.

Qualifications

• History of solving complex technical problems with strong analytical mindset.
• Prior experience supporting bespoke software applications at customer sites.
• Experience in managing virtual server environments like Hyper-V or VMWare.

Responsibilities

• Perform in-depth troubleshooting and diagnostics of in-house software applications.
• Manage deliverables into customer sites and guide engineering resources.
• Develop and deliver comprehensive training courses for engineering teams.

Skills

Troubleshooting

Technical Consultation

Software Deployment

Virtualization

Networking

Interpersonal Skills

Tools

Microsoft Windows Server

MS SQL Server

Linux

C#/.Net

Job description

We are seeking a self-motivated Senior Software Application Support Engineer to join our team supporting sales, technical delivery and product support of our Semiconductor Division and Vacuum Semi Service software products to our global semiconductor customer base. This role primarily involves supporting specialised, in-house developed software applications for sub- fab management, which helps to maintain constant performance, optimize fab operations and provides predictive maintenance.

As a Senior Software Application Support Engineer, you will hold a customer facing role performing in depth troubleshooting, diagnostics and investigations of in house developed software packages deployed on customer sites with the opportunity for international travel as required

Key Responsibilities Include

• Troubleshoot and diagnose end to end systems issues that involve our custom developed software applications, providing containments, steps to reproduce and where required, detailed requirements of any engineering changes required.
• Provide expert technical consultation to customers before sales, ensuring they understand the value and capabilities of our products.
• Efficiently manage deliverables into customer sites, guiding on-site engineering resources to ensure successful implementation.
• Troubleshoot machine-to-machine communication issues on customer Ethernet networks, ensuring smooth operations.
• Advise on and support both internal (development environment) and customer (production) server virtualization environments.
• Act as the Voice of the Customer, providing valuable feedback into the development lifecycle to enhance our products.
• Specify, install, and configure computer hardware and software to meet customer needs.
• Be fully involved in the software test lifecycle, writing test cases and executing test plans to ensure product quality.
• Develop and deliver comprehensive product training courses for internal and external engineering teams, ensuring they are well-equipped to use our software packages.
• Collaborate with technical authors to deliver high-quality technical content for software product manuals.
  
  

Key Skills And Experience

• Demonstrated history of solving complex technical problems and strong analytical mindset.
• Prior experience supporting bespoke software applications at customer sites.
• Experience with installation, deployment, and management of Microsoft Windows Server Operating Systems.
• Experience with specifying, deploying, configuring, and managing virtual server environments (Hyper-V and/or ESXi/VMWare).
• Knowledge of Microsoft Internet Information Services (IIS) and web site deployment/management (HTTP, SSL, troubleshooting).
• Experience with MS SQL Server (T-SQL, DBA), Ethernet networking, Knowledge of software development in .NET technologies.
• Strong interpersonal skills, understanding of customer-facing roles.
• Prior software development experience is also very helpful with this position. Experience in C#/.Net is highly preferred
• Advantageous to have a deep understanding of Linux operating systems, containerisation (Kubernetes etc) as well as machine to machine communications (RS232, Modbus, MQTT etc).
  
  

About Edwards

Edwards is a leading developer and manufacturer of sophisticated vacuum products, exhaust management systems and related value-added services. Edwards solutions are integral to manufacturing processes for semiconductors, flat panel displays, LEDs and solar cells. They are also used within an increasingly diverse range of industrial processes including power, glass and other coating applications; steel and other metallurgy; pharmaceutical and chemical; and for scientific instruments in a wide range of R&D applications.

Edwards has over 4,000 employees worldwide engaged in the design, manufacture and support of high technology vacuum and exhaust management equipment. Edwards has state-of-the-art manufacturing facilities in Europe, Asia and North America.