5 days ago
Singapore, SingaporeSenior
Responsibilities
- Gather information, reproduce reported issues, determine root causes, and recommend corrective actions.
- Troubleshoot and resolve software issues, including embedded software for control systems, while triaging mechanical, electrical, and software bugs.
- Manage escalation calls with field support engineers and coordinate issue resolution with internal teams and customers.
- Create detailed bug reports for developers and work with QA to add replicated bugs to regression testing.
- Travel to customer sites for product installations, training, and troubleshooting.
- Collaborate with Product Development, Systems Engineering, Applications, Field Service, Customer Support, account teams, and GPS on complex escalations.
- Use debugging tools, diagnostics, log analysis, and performance profiling to support production software and coach other team members.
Requirements
- Bachelor's degree in Computer Science, Computer Engineering, or a related field with at least eight years of relevant software support experience, or a master's degree with at least four years of relevant software support experience.
- Ability to read code and diagnose software issues, with software development or QA/testing experience.
- Expertise in C, C++, C#, Python, and GitLab/GitHub.
- Experience with semiconductor equipment and willingness to travel 10–25% domestically and internationally.
- Preferred experience includes machine-control software, semiconductor or factory automation systems, multithreaded applications, real-time software, device drivers, or other interrupt-driven software.
- Experience with debugging tools, diagnostics, log analysis, performance profiling, and production support methodologies.
- Ability to manage customer situations, develop action plans, lead meetings, mentor others, and drive resolution independently.
- Proficiency with Microsoft Word, Excel, SharePoint, and familiarity with SAP.
- Experience with ASM platforms and familiarity with AI-assisted development tools, large language models, and generative AI practices.
