Principal Technical Product Support Engineer

A Day in Your Life at MKS As a Principal Technical Support Engineer at ESI, an MKS Company, you will partner with the Engineering and Field teams to help solve both customer and engineering problems, guide engineering in improving quality & process improvement, and provide knowledgeable and timely customer support. In this role, you will report to the Product Hardware Engineering Manager. Responsibilities Providing expert-level technical support to customers, resolving complex technical issues related to company products or services. Handling escalated technical issues and collaborating with cross‑functional teams to resolve customer problems. Interacting directly with customers to understand and diagnose technical issues, providing timely and effective solutions. Mentoring and coaching junior technical support engineers, providing guidance on technical troubleshooting, best practices, and customer interaction. Contributing to the creation and maintenance of technical documentation, knowledge base articles, and support tools. Sharing knowledge and best practices with the technical support team to enhance overall team capability. Identifying opportunities for process improvement in technical support operations and driving improvements cross‑functionally. Providing requirements, recommendations, and feedback for new products and improvements to existing ones. Monitoring and reporting on technical support metrics, including ticket resolution time, customer satisfaction, and issue escalation rates. Ensuring adherence to quality standards, service level agreements (SLAs), and regulatory requirements. Qualifications Bachelor’s degree in a relevant field or a minimum of 4 years of directly related experience in lieu of a degree. Master’s degree preferred. At least 12+ years of experience in service engineering or a similar technical support role; experience supporting laser or PCB systems is highly preferred. Experience working in semiconductor, PCB, or similar industries. Ability to travel up to 50% of the time, domestically and internationally. Employment and Equal Opportunity MKS is an equal opportunity employer, including disability, veteran status, and all categories protected by law. Please review our EOE statements for additional details. MKS is generally only hiring candidates who reside in states where we are registered to do business. Applicants for positions that require access to controlled goods and technologies subject to the International Traffic in Arms Regulations (ITAR) or Export Administration Regulations (EAR) may need to be “U.S. persons.” MKS Inc. and its affiliates and subsidiaries (“MKS”) is an affirmative action and equal opportunity employer: diverse candidates are encouraged to apply. Hiring decisions are based on merit, qualifications, and business needs. We conduct background checks and drug screens in accordance with applicable law and company policies. MKS is committed to working with and providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation during the application or interview process due to a disability, please contact us at View email address on click.appcast.io. #J-18808-Ljbffr MKS Instruments, Inc.