Senior Support Engineer

Atlas Copco; Burgess Hill; On-site; GBP 45,000 - 65,000; Full time

Job summary

A leading company in vacuum solutions seeks a Senior Software Application Support Engineer to assist in technical delivery and customer support for their Semiconductor Division. The role involves troubleshooting complex software issues, providing expert consultations, and ensuring smooth operations at customer sites, requiring strong technical skills and customer-facing experience.

Qualifications

• Demonstrated history of solving complex technical problems.
• Experience supporting bespoke software applications at customer sites.
• Prior software development experience is beneficial, preferably in C#/.Net.

Responsibilities

• Troubleshoot and diagnose systems issues with in-house software applications.
• Provide expert technical consultation before sales to customers.
• Guide engineering resources for successful implementation on customer sites.

Skills

Troubleshooting

Technical Consultation

Analytical Mindset

Interpersonal Skills

Machine-to-Machine Communication

Tools

Microsoft Windows Server

MS SQL Server

Hyper-V

ESXi/VMWare

Linux

.NET Technologies

Kubernetes

Job description

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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.