Field Software Support Engineer

1 month ago

Hillsboro, United States ASM Company Full time

ASM is a leading global supplier of products, services, and materials for semiconductor processing. For more than half a century, innovation has been at the core of everything we do. Our smart, ambitious people are dedicated to creating cutting-edge solutions for the world's leading semiconductor providers. Every day we push the development of next-generation computer-chip technology, always staying a few steps ahead of what's next.

The talented, enthusiastic people at ASM are just like you: dedicated to improving people's lives and unlocking new potential. With our collaborative approach to R&D, we advance key semiconductor technologies and platforms like ALD, epitaxy, PEALD, PECVD, and vertical furnaces. And we have recently entered the promising high-growth market: silicon carbide epitaxy. Year after year, our innovations help to make chips smaller, faster, and more powerful. In fact, you will find our technology in every aspect of modern life: in AI, medical equipment, 5G, smartphones, autonomous driving, and more.

We are seeking a Software Support Engineer. As a Software Support Engineer, you will work with our customers as a system level expert focused on product support for new product development with a focus on software.

Responsibilities:

  • Troubleshoot computer software, including embedded software for control systems
  • Investigate customer software concerns/issues. Offer structured problem analysis, solutions, or alternatives as a result of these investigations
  • Understand customer specific host implementation and compatibility of ASM platforms
  • Aligning and driving required upgrade execution plans per agreed upon documentation, understand project deliverables, align with key stakeholders, and understand critical milestones.
  • Assist ASM Platform engineering group on the requirements for new software builds including holding all accountable for any deliverables.
  • Provide engineering solutions to resolve all software issues and/or perform after action analysis to ensure no repeat issues.
  • Facilitate/lead Software working meetings with core teams and with the customer, reporting out minutes to all stakeholders.
  • Maintaining documentation on known issues, solutions, and workarounds for the software, as well as creating and updating the Action AR Tracker for meetings/software upgrades and issues.
  • Attend customer equipment/software working group meetings and pass downs "prioritize based on upcoming software support requirements".
  • Conduct training sessions for customers and field service to ensure they have the necessary skills and knowledge to troubleshoot/upgrade the software effectively.
  • Collaborate with cross-functional teams such as sales, GPS/TPS, and development teams to ensure the software is meeting customer needs and requirements.
  • Escalating critical issues to the appropriate teams or individuals when necessary and communicating the status of the issue to customers or end-users in a timely manner.
  • Monitoring the software for any issues, errors, or anomalies, and proactively addressing them to ensure the software is functioning as intended. Build tools, if possible, to allow field team to assist in troubleshooting or proactive monitoring.
  • Sanity check released software/configs that align with the changes, releasing check details with go/no go.
  • Create SRF's in JIRA with clear and concise details
  • Work at and travel to customer sites to support installations, training, and troubleshooting of ASM products.
  • Required minimum 4 days at the assigned field office a week.
Education and Requirements:
  • Bachelor's or Master's Degree in Computer Science, Electrical and Computer Engineering or another Engineering degree with a strong focus in software.
  • Programming language knowledge, including but not limited to C,C++, C#, Python and/or Delphi (Pascal).
  • 1~3 years work experience with software and hardware.
  • Strong technical troubleshooting skills.
  • High motivation, enthusiasm, and curiosity to learn.
  • Interested in working with new products, testing them and becoming a system level expert.
  • Course work experience or interest in Arduino an open-source electronic prototyping platform enabling users to create interactive electronic objects is a plus.

At ASM we are committed to supporting our people, enabling them to develop their talents and perform at their best. We actively promote an inclusive and diverse culture that fosters trust and transparency. Our people are our power, and we value the differences between everyone because it is what make us better as a team. By embracing a wide range of perspectives, we enable a culture of continuous exploration and adoption of new ideas. At every step, we know that it is our valued people who enable us to deliver excellent products and service to our clients - and to make a meaningful difference in society.

So join us on our journey and unleash the power of an open mind. Discover how you can be part of our exciting future and apply today To learn more about ASM, find us at asm.com and on LinkedIn, Facebook, Instagram and YouTube.

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