Senior Product Support Engineer

Veeco Instruments Inc.; San Jose (CA); On-site; USD 148,356 - 192,205; Full time

Benefits offered by this job

Medical, Dental, and Vision

401(k) with Company Match

Holiday, Vacation, and Sick Time

Flexible Spending Accounts (FSA)

Commuter Benefits

Life and Accident Insurance

Disability Insurance

Tuition Reimbursement

Employee Assistance Program (EAP)

Identity Theft Remediation

Emergency Travel Assistance

Job summary

Veeco is seeking a Senior Product Support Engineer to provide engineering-level support to customers, field teams, and internal groups for diagnosing and debugging Lithography and Laser Annealing products. The role demands proactive problem solving, strong customer service experience, and system-level software debugging skills.

The ideal candidate will lead the local team, analyze incoming issues, develop action plans, track progress, and ensure customer satisfaction while collaborating with

Qualifications

• Bachelor's degree in Engineering, Computer Science, Physics, or related field, plus at least five years of customer-facing product support or engineering experience in the semiconductor capital equipment industry.
• Ability to travel domestically and internationally up to 20%.
• Strong knowledge of object-oriented methodologies and technologies; debugging and software lifecycle experience.

Responsibilities

• Assess, troubleshoot, and resolve customer software and hardware issues that Field Service has been unable to address.
• Collaborate with customers in business-critical situations, providing responsive, professional technical expertise.
• Partner with customers and internal teams to identify, validate, and implement effective solutions to technical issues.
• Provide engineering teams with technical feedback on product changes, enhancements, design issues, reliability concerns, maintenance challenges, and software defects.
• Track and analyze supplier and OEM support calls, authorizing Field Service use of OEM resources as needed.
• Track activities and provide weekly reports to Product Support management.
• Manage customer escalations by ensuring the team focuses on the right tasks, meets schedules, and maintains customer satisfaction.

Skills

C#

.NET

C++

Python

VB

COM

MFC

Microsoft Visual Studio

Windows OS

Debugging large code bases

Multithreaded applications

Software lifecycle

English communication

Project management

Cross-team collaboration

Education

Bachelor's degree in Engineering/CS/Physics or related field

Tools

SAP

Job description

Senior Product Support Engineer

Location: US - CA - San Jose

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. Interested? Learn more at www.veeco.com/careers.

Overview

Veeco is seeking a Senior Product Support Engineer to provide engineering-level support to customers, customer support personnel, and field support teams responsible for diagnosing, troubleshooting, repairing, and debugging Lithography and Laser Annealing products. This role responds to escalated hardware and software issues that first-line field service teams are unable to isolate or resolve. The ideal candidate is a proactive technical professional with strong problem-solving skills, customer service experience, and expertise in system-level software debugging using techniques such as debug and trace output analysis. The Software Product Support Engineer will lead the local team by analyzing incoming issues, developing action plans, tracking progress, and ensuring customer satisfaction.

Responsibilities

• Assess, troubleshoot, and resolve customer software and hardware issues that Field Service has been unable to address.
• Collaborate with customers in business-critical situations, providing responsive, professional technical expertise.
• Partner with customers and internal teams to identify, validate, and implement effective solutions to technical issues.
• Provide engineering teams with technical feedback on product changes, enhancements, design issues, reliability concerns, maintenance challenges, and software defects.
• Track and analyze supplier and Original Equipment Manufacturer (OEM) support calls, authorizing Field Service use of OEM resources as needed.
• Track activities and provide weekly reports to Product Support management.
• Manage customer escalations by ensuring the team focuses on the right tasks, meets schedules, and maintains customer satisfaction.

Minimum Qualifications

Bachelor's degree in Engineering, Computer Science, Physics, or a related field, or equivalent experience, plus at least five years of customer-facing product support or engineering experience in the semiconductor capital equipment industry. Ability to travel domestically and internationally up to 20%.

Knowledge, Skills, and Abilities

• Strong knowledge of object-oriented methodologies and technologies, including C#, .NET, C++, Python, VB, COM, MFC, Microsoft Visual Studio, and Windows OS.
• Skilled in debugging large code bases and multithreaded applications.
• Knowledge of software development processes, methodologies, and the full software lifecycle for critical applications.
• Excellent written and verbal communication skills in English.
• Strong project management skills, with the ability to work effectively both independently and as part of a team.
• Strong interpersonal skills, with the ability to communicate effectively across teams and with customers.
• Strong understanding of electrical, mechanical, pneumatic, and optical systems; experience with HVAC and cooling/chiller technologies is preferred.
• SAP experience preferred.

Salary and Benefits

The expected salary range for this position is $148,356.00 - $192,205.00 plus a bonus opportunity. We will consider your location, experience, and other job-related factors when determining your pay. If your salary requirements exceed the advertised range and you remain interested in Veeco, we encourage you to apply or email your resume to [e-mail].

Other Benefits

• Medical, Dental, and Vision
• 401(k) with Company Match
• Holiday, Vacation, and Sick Time
• Flexible Spending Accounts (FSA)
• Commuter Benefits
• Life and Accident Insurance
• Disability Insurance
• Tuition Reimbursement
• Employee Assistance Program (EAP)
• Identity Theft Remediation
• Emergency Travel Assistance

Equal Opportunity Employer

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.