Supervisor Engineer, Software Support

ASM; Phoenix (AZ); On-site; USD 80,000 - 110,000; Full time

Job summary

ASM in Phoenix, Arizona is seeking a Supervisor Engineer, Software Support to lead and oversee the support team. You will handle escalated issues and ensure customer satisfaction through effective problem-solving.

The ideal candidate has a background in Computer Science with substantial experience in troubleshooting software and hardware issues. A collaborative spirit and the ability to motivate a team are vital. The role requires travel up to 25% for installations and trainings.

Qualifications

• BS with 8+ years experience, or MS with 4+ years, in Computer Science or Computer Engineering.
• Proven ability to motivate and foster a collaborative team culture.
• Strong troubleshooting skills in hardware and software.

Responsibilities

• Oversee day‑to‑day operations of the support team.
• Act as the final contact for complex customer escalations.
• Provide coaching and professional development for staff.

Skills

Troubleshooting skills

Collaborative team culture

C++

C#

Python

Data structures knowledge

Networking

Algorithms

Windows operating systems

Education

BS in Computer Science or related field with 8+ years experience

MS in Computer Science or related field with 4+ years experience

Tools

GitLab

GitHub

Job description

Supervisor Engineer (Team Lead), Software Support

As a Supervisor Engineer, Software Support, you will investigate, recreate, and troubleshoot software issues, ensuring resolutions for customers.

Responsibilities

• Oversee the day‑to‑day operations of the support team, including task assignment, workload distribution, and backlog monitoring.
• Act as the final point of contact for complex or high‑priority customer escalations.
• Provide coaching and professional development for staff, identifying training needs and creating individualized development plans.
• Gather information to investigate issues, reproduce them, determine root causes, and recommend corrective actions.
• Guide team members to create bug reports for developers.
• Travel to customer sites for installations, training, and troubleshooting of ASM products.
• Coordinate with the account team and GPS group when investigating reported issues (not directly with the customer).

Minimum Qualifications

• BS with 8+ years experience, or MS with 4+ years, in Computer Science, Computer Engineering, or related field.
• Proven ability to motivate, inspire, and foster a collaborative team culture.
• Strong troubleshooting skills in hardware and software, with familiarity with data structures, networking, algorithms, and modern operating systems (Windows).
• Software development or QA testing experience.
• Ability to travel 10–25% domestically and internationally.

Preferred Qualifications

• Expertise in C++, C#, Python, GitLab/GitHub.
• Experience with semiconductor equipment.
• Experience in at least two of: software for machine control, semiconductor factory automation, multi‑threaded applications, real‑time software, device drivers, or other interrupt‑driven software.

Equal Opportunity Employer

ASM is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, religion, age, nationality, social or ethnic origin, sexual orientation, gender identity or expression, marital status, pregnancy, political affiliation, disability, genetic information, veteran status or any other characteristic protected by law.