Technical Support Product Engineer

Technical Support Product Engineer

The Technical Support Product Engineer provides advanced technical support across the full Shellback product line, including wet processing platforms, upgrades, subsystems, controls, heaters, utility interfaces, and related field-installed options.

This role owns high-level troubleshooting, escalation support, technical guidance to Field Service Engineers, and structured feedback to Engineering, Manufacturing, Quality, Product Management, and Customer Service. The position supports both reactive issue resolution and proactive product improvement.

The role is not limited to a single platform. It is intended to support the complete Shellback installed base and to help standardize technical response, documentation, and problem resolution across all supported products.

* Travel: Up to 50%, based on customer escalations, training, product validation, and installed-base support needs *

Core Scope

• Support the full Shellback product portfolio, including Mercury, Torrent, Storm, CPT, SRD, sidecar/controller upgrades, heater systems, DI water and fluid subsystems, PLC/HMI controls, and safety-related assemblies.
• Stabilize customer tools by leading remote and on-site resolution of complex technical issues.
• Reduce repeat failures by driving root cause analysis, corrective actions, and field learning loops.
• Improve field execution by training, coaching, and technically supporting Field Service Engineers across product lines.
• Strengthen installed-base performance through trend analysis, documentation improvements, and tighter cross-functional follow-through.
• Help align technical scope, support strategy, and customer expectations during escalations, upgrades, and major service events.

Key Responsibilities

• Provide advanced remote technical support and on-site escalation support for Shellback systems across the full product portfolio.
• Troubleshoot electrical, mechanical, pneumatic, fluid, controls, PLC, HMI, heater, interlock, and subsystem-related issues.
• Lead structured problem-solving for tool-down events, unstable process conditions, recurring failures, and difficult commissioning or upgrade issues.
• Support Field Service Engineers with diagnostics, action plans, service strategy, and decision-making during customer-facing events.
• Create, update, and improve technical procedures, service instructions, troubleshooting guides, release notes, and knowledge articles.
• Capture field findings clearly and drive follow-up with Engineering, Manufacturing, Quality, and Product Management until closure.
• Review installed-base issues for patterns and recommend product, process, or documentation changes that improve reliability and serviceability.
• Participate in validation, release readiness, and field deployment planning for new products, retrofit kits, and upgrade packages.
• Lead or support customer escalation meetings when technical depth and structured communication are required.
• Support commercial alignment by providing technical input on quoted scope, upgrade assumptions, risk areas, and execution constraints when needed.
• Train and mentor Field Service Engineers and Customer Service teams on troubleshooting logic, platform differences, and known product risks.
• Escalate promptly when management support, engineering decisions, or commercial intervention is required.

Core-Functional Scope

• Field Service: direct technical backline support, escalation support, training, and field readiness
• Engineering: design feedback, issue reproduction, validation support, and corrective action follow-up
• Manufacturing: build quality feedback, recurring workmanship findings, and release-to-field readiness
• Quality: containment, nonconformance input, corrective action support, and field issue traceability
• Product Management: installed-base trends, upgrade needs, and voice-of-customer technical feedback
• Customer Service: technical clarity for scope, scheduling risk, parts dependency, and service planning

Requirements

• Strong electromechanical troubleshooting capability across semiconductor capital equipment or similarly complex automation platforms
• Ability to read and interpret electrical schematics, P&IDs, wiring diagrams, mechanical drawings, BOM structures, and operation manuals
• Working knowledge of PLC-based controls, I/O architecture, HMI systems, safety interlocks, heaters, pumps, valves, sensors, and utility interfaces
• Ability to analyze problems using service history, logs, trends, alarms, hardware behavior, and field observations
• Strong written communication with the ability to convert technical findings into clear field instructions and management-level updates
• Comfort working independently under pressure while coordinating across multiple teams and time zones
• Strong customer-facing judgment during escalations, including clear communication, scope discipline, and calm decision-making
• Proficiency with standard business and technical tools, including spreadsheets, presentations, remote support tools, and issue-tracking systems

Experience and Education

• Minimum 5 years of experience in semiconductor equipment support, field service, systems engineering, product support, or a related technical role
• 5+ years of experience with SHELLBACK's product line is a plus but not mandatory
• Direct experience supporting complex capital equipment in wet process, automation, industrial controls, or related manufacturing environments strongly preferred
• Bachelor's degree in engineering or equivalent hands-on industry experience