Software Technical Support Lead Engineer at Lam Research

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

12 Feb, 26

Salary

0.0

Posted On

14 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Software Technical Support, Customer Request Management, Issue Resolution, Quality Assurance, Root Cause Analysis, Debugging, Process Compliance, Documentation, Knowledge Sharing, Continuous Improvement, Software Development, C++, C#, Testing, Analytical Skills, Problem-Solving

Industry

Semiconductor Manufacturing

Description

Customer Request Management: Serve as the single point of contact for escalations, software upgrades, and new requirements. Attend customer meetings, track support metrics, and ensure timely updates and resolution. Issue Resolution & Coordination: Lead the support team in troubleshooting and resolving customer issues. Collaborate with development, QA, and support teams to ensure effective and timely closure of tickets. Quality Assurance Ownership: Design and execute test strategies and test cases based on customer needs. Manage test data, perform regression and integration testing, and ensure release validation meets quality standards. Root Cause Analysis & Debugging: Analyze software logs, reproduce issues in simulator environments, and debug code to identify and resolve root causes efficiently. Process Compliance & Reporting: Ensure adherence to escalation and upgrade protocols. Maintain detailed logs of customer requests, generate weekly reports, and share insights with management. Documentation & Knowledge Sharing: Identify documentation needs, create and release technical/non-technical content, and mentor team members on support and QA best practices. Continuous Improvement & Innovation: Stay updated on product architecture and changes. Use AI tools to derive innovative support and test solutions that enhance customer experience. Design, develop, troubleshoot, and debug software programs for enhancements and new products. Implement new customer requirements and features in our existing application. Maintain and enhance existing code base by investigating and resolving problem areas. Demonstrate solutions through clear documentation, flowcharts, and well-structured code. Collaborate with cross functional teams to design and develop software programs. Provide technical guidance and mentoring for more junior engineers. May visit customer site to provide support and have ability to travel (total is less than 10%). Strong analytical, problem-solving, and troubleshooting abilities. Excellent written and verbal communication skills. Working knowledge of Computer Architecture and Operating Systems. Prior experience in Customer Management roles. Experience in GUI, Functional, Integration, and Regression Testing. Prior semiconductor equipment experience. Experience in distributed embedded controls system desired. Software development skills in one or more general purpose programming languages: C++, C#.

Responsibilities

Serve as the single point of contact for escalations and ensure timely updates and resolution of customer issues. Lead the support team in troubleshooting, collaborate with cross-functional teams, and design test strategies based on customer needs.