Product Support Engineer

Veeco Instruments Inc.; Penang; On-site; MYR 120,000 - 190,000; Full time

Job summary

Veeco’s Precision Surface Processing (PSP) division drives the advanced wet cleaning and etch solutions used in today’s semiconductor manufacturing. As a Technical Product Support Engineer, you’ll be the escalation point that keeps PSP systems running at peak performance for world-leading customers.

Your role combines deep technical problem-solving with customer interface and cross-functional engineering collaboration.

Qualifications

• 7+ years in semiconductor equipment field service or support.
• Experience with mechanical and electrical systems on high-tech capital equipment.

Responsibilities

• Own resolution of complex technical escalations from the field—diagnosing root cause and coordinating factory resources to deliver timely solutions.
• Lead troubleshooting of mechanical, electrical, and process issues across PSP wet process platforms, ensuring system reliability and minimal customer downtime.
• Provide expert technical support to field service teams and customers during installations, upgrades, and NPI deployments.
• Assist on failure analysis for returned components and systemic issues; document field findings and partner with engineering on corrective actions.
• Assist in creation and maintaining technical documentation, including troubleshooting guides, service advisories, and training content for global service teams.
• Act as factory liaison during engineering design reviews and cross-functional meetings, representing customer feedback and serviceability requirements.
• Support new product introduction (NPI) by assisting with pre-release testing, evaluative feedback, and training to prepare field adoption.
• Maintain compliance with Veeco’s safety protocols and customer EHS standards.

Skills

Semiconductor equipment

Field service

Troubleshooting

Customer communication

Data analysis

Education

Associate degree in a technical field

Bachelor's degree in a technical field

Master's degree in a technical field

Job description

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About Veeco

You probably don’t realize it, but what we do at Veeco touches the lives of every person, every day. It’s a bold statement, but it’s true. From the smartphones in our pockets that access the world’s collective knowledge, to the cloud-based services where all that information lives, to high-speed wireless communication and computing power needed to drive artificial intelligence, augmented and virtual reality, gaming and so much more, our technology is all around us.

We design, develop, manufacture, and service highly complex, cutting-edge machines used by our customers to create the essential devices that drive the digital age, connect the world, and improve the human experience. Along with the world’s leading technology companies, many of which are household names, we help solve their most difficult material science challenges, enabling technologies for a more connected, sustainable, and convenient world.

We’re looking for material difference-makers to join our growing team.

OVERVIEW

Veeco’s Precision Surface Processing (PSP) division drives the advanced wet cleaning and etch solutions that enable today’s semiconductor packaging breakthroughs—from heterogeneous integration to AI-ready devices. As a Technical Product Support Engineer, you’ll be the escalation point that keeps PSP systems running at peak performance for world-leading semiconductor manufacturers. Your work combines deep technical problem-solving, customer interface, and collaboration with engineering teams to influence both current product quality and future design improvements.

RESPONSIBILITIES

• Own resolution of complex technical escalations from the field—diagnosing root cause and coordinating factory resources to deliver timely solutions.
• Lead troubleshooting of mechanical, electrical, and process issues across PSP wet process platforms, ensuring system reliability and minimal customer downtime.
• Provide expert technical support to field service teams and customers during installations, upgrades, and NPI deployments.
• Assist on failure analysis for returned components and systemic issues; document field findings and partner with engineering on corrective actions.
• Assist in creation and maintaining technical documentation, including troubleshooting guides, service advisories, and training content for global service teams.
• Act as factory liaison during engineering design reviews and cross-functional meetings, representing customer feedback and serviceability requirements.
• Support new product introduction (NPI) by assisting with pre-release testing, evaluative feedback, and training to prepare field adoption.
• Maintain compliance with Veeco’s safety protocols and customer EHS standards.

QUALIFICATIONS

• Associate degree in a technical field plus 7+ years in semiconductor equipment field service/support; OR Bachelor’s with 5+ years; OR Master’s with 3+ years; Equivalent experience in lieu of degree will be considered.
• Proven experience supporting high-tech capital equipment with integrated mechanical and electrical systems.

KNOWLEDGE, SKILLS & ABILITIES

• In-depth understanding of semiconductor wet process systems (clean, strip, etch, liftoff).
• Skilled at structured troubleshooting and failure recovery planning.
• Strong communication and customer interaction skills, including executive-level updates.
• Ability to analyze data for root cause identification and recommend sustainable corrective actions.
• Familiarity with process control systems and equipment automation in high-volume semiconductor manufacturing.
• Flexibility to travel up to 40% (domestic and international) for strategic customer escalations, installations, and NPI support.

Veeco is an equal opportunity employer. We evaluate applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected characteristics. Veeco is committed to working with and providing reasonable accommodations to individuals with disabilities.