Technical Product Support Engineer III (E3))

Nutanix; Hillsboro (OR); On-site; USD 80,000 - 110,000; Full time

Job summary

An established industry player is seeking a dedicated technical support specialist to manage customer escalations and system performance. In this role, you will act as a crucial link between customers and internal teams, ensuring seamless communication and effective troubleshooting. Your expertise will help drive improvements and provide essential support for new hardware and software installations. This is a fantastic opportunity for someone with a strong technical background and excellent problem-solving skills to make a significant impact in a dynamic environment. If you are passionate about providing top-notch support and thrive in a collaborative setting, this role is perfect for you.

Benefits

Comprehensive Benefits Package

Bonus Participation

Stock Award Program

Qualifications

• 4-7 years of experience in technical support roles.
• Strong problem-solving and documentation skills are essential.

Responsibilities

• Provide technical support for customer escalations and system installations.
• Generate system performance data and present findings.

Skills

Technical Support

Problem Solving

Documentation Skills

Communication

Education

Bachelor's Degree

Job description

Key Responsibilities

Responsible for all technical support related aspects at a specific customer: escalations, fleet performance, system installations, improvement programs and upgrades.

Acts as intermediary and field escalation focal point between customer and Division by providing technical support and documentation to field engineers, technicians and product support personnel who are diagnosing, troubleshooting, repairing and debugging equipment.

Provides Alpha Site support to Engineering specifically related to installation, operation, calibration, service and/or testing of a new hardware, process or software design in house or on an engineering tool.

Provides Beta Site Support; specifically related to installation, operation, calibration, service and/or testing of a new hardware, software or processes on a customer tool.

Initiates and provides review of ECO's to ensure data supports fix and follow up with communication to the field.

Generates and presents system performance data as required. This includes performance metrics such as MTBF, MTBI and Availability. Reporting will also include process data and I/W spending analysis.

Supports GPS in the generation of documentation such as CENs and BKMs. Creates and reviews documentation covering technical improvements, system upgrades, and support plans. Presents at customer level. Ensures field implementation.

Functional Knowledge

• Demonstrates conceptual and practical expertise in own discipline and basic knowledge of related disciplines

Business Expertise

• Has knowledge of best practices and how own area integrates with others; is aware of the competition and the factors that differentiate them in the market

Leadership

• Acts as a resource for colleagues with less experience; may lead small projects with manageable risks and resource requirements

Problem Solving

• Solves complex problems; takes a new perspective on existing solutions; exercises judgment based on the analysis of multiple sources of information

Impact

• Impacts a range of customer, operational, project or service activities within own team and other related teams; works within broad guidelines and policies

Interpersonal Skills

• Explains difficult or sensitive information; works to build consensus

Qualifications

Education: Bachelor's Degree

Years of Experience: 4 - 7 Years

Additional Information

Time Type: Full time

Employee Type: Assignee / Regular

Travel: Yes, 20% of the Time

Relocation Eligible: Yes

U.S. Salary Range: $80,000.00 - $110,000.00

The salary offered to a selected candidate will be based on multiple factors including location, hire grade, job-related knowledge, skills, experience, and with consideration of internal equity of our current team members. In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation such as participation in a bonus and a stock award program, as applicable.

Applied Materials is an Equal Opportunity Employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, national origin, citizenship, ancestry, religion, creed, sex, sexual orientation, gender identity, age, disability, veteran or military status, or any other basis prohibited by law.