Global Director, Technical Support Engineering

FormFactor Inc.; United States; Remote; USD 192,000 - 253,000; Full time

Benefits offered by this job

Medical, dental, vision

Life insurance

401(k) with company match

ESPP

Paid time off

Quarterly profit-sharing bonuses

Job summary

FormFactor, Inc. is seeking a Director of Technical Support Engineering to lead the global Technical Support Engineering function across all product lines. You will drive escalation management, service readiness, and customer issue resolution with field, regional, and factory teams.

The role partners with Engineering, Product Management, Manufacturing, Quality, and Global Service Operations to ensure world‑class support throughout the product lifecycle and scalable, profitable service delivery.

Qualifications

• Minimum of 12+ years of leadership experience in a technical environment.
• Bachelor’s degree in a technical field or related discipline.
• Advanced degrees (Master’s/PhD) or equivalent leadership experience considered.
• Experience leading global technical teams in a customer-facing environment.

Responsibilities

• Lead the global Technical Support Engineering organization supporting all FormFactor product lines.
• Establish and manage a structured multi-level technical escalation process.
• Serve as executive owner for complex customer escalations and systemic product issues.
• Drive rapid root-cause analysis and corrective actions to minimize customer downtime.
• Establish service engineering standards, best practices, and troubleshooting methodologies.

Skills

Communication

Customer Escalation

Customer Service

Escalation Resolution

Knowledge Management

People Leadership

Root Cause Analysis

Service Documentation

Service Leadership

Service Optimization

Service Ownership

Services Management

Taking Ownership

Talent Development

Technical Leadership

Technical Training

Education

Bachelor’s degree

Master’s degree

PhD

Job description

FormFactor, Inc. is seeking a Director of Technical Support Engineering to lead the global Technical Support Engineering function across all product lines. You will drive escalation management, service readiness, and customer issue resolution with field, regional, and factory teams.

The role partners with Engineering, Product Management, Manufacturing, Quality, and Global Service Operations to ensure world‑class support throughout the product lifecycle and scalable, profitable service delivery.