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Software Technical Support Lead Engineer at Lam Research

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

03 Mar, 26

Salary

0.0

Posted On

03 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Request Management, Issue Resolution, Quality Assurance, Root Cause Analysis, Debugging, Process Compliance, Reporting, Documentation, Knowledge Sharing, Continuous Improvement, Analytical Skills, Problem-Solving, Troubleshooting, Computer Architecture, Operating Systems, Testing

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. 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.

Responsibilities

Serve as the single point of contact for escalations, software upgrades, and new requirements while leading the support team in troubleshooting and resolving customer issues. Ensure effective collaboration with development, QA, and support teams for timely closure of tickets and maintain quality standards in testing and release validation.