Senior Product Support Engineer

Job Description

Job Description

Job Description

We are seeking a highly skilled and motivated Senior Product Support Engineer with advanced expertise in Altium solutions, PCB design workflows, and enterprise engineering environments. This role serves as a senior technical leader within Customer Support, providing expert support for complex customer-reported issues involving Altium Designer, Altium 365, Enterprise Server technologies, library and data management, and integrations with PLM and other enterprise systems.

The successful candidate will investigate and resolve challenging technical issues that occur within customer environments, perform deep root cause analysis across multiple technologies, collaborate closely with R&D and cross-functional teams, and mentor fellow support engineers. Success in this role requires deep hands-on experience with PCB design, electronic product development workflows, and Altium products. Working knowledge of enterprise systems, PLM integrations, authentication technologies, and related infrastructure is also highly valued.

This position is focused on supporting and troubleshooting Altium products within complex customer ecosystems rather than providing consulting services or designing customer enterprise architectures. The ability to understand how our products interact with PLM, enterprise data management platforms, identity management systems, and other connected technologies is critical to effectively diagnosing and resolving customer issues.

Key Responsibilities include but not limited to:

1. Take ownership and support a prioritized customer base and accounts defined by management

2. Serve as an escalation resource and document technical findings for broader consumption across Product Support Engineering and other stakeholders.

3. Support the entire customer base through a variety of channels, with a focus on FAQs, Knowledge Base articles, Online Help, and Community Forum participation.

4. Document all customer issues, case activities, and escalations in accordance with support processes.

5. Drive root cause analysis efforts for high-impact customer escalations and coordinate with R&D, Product Management, and Engineering teams.

6. Create technical content such as online help, user guides, video tutorials, knowledge base articles, quick start guides, and similar materials.

7. Provide live coaching and assistance to team members.

8. Act as a senior technical escalation resource, independently driving resolution of highly complex customer issues and providing technical leadership across multiple product and workflow domains.

9. Test pre-release products and features while helping prepare technical teams for upcoming releases.

10. Maintain a high level of knowledge and professionalism

Qualifications

• Bachelor’s degree in Electrical, Electronics, Computer, Mechatronics Engineering, or equivalent 
• A solid understanding of electronic design software, verification and automation
• Advanced experience supporting PCB design workflows is required. Experience with Altium products and platform solutions is strongly preferred.
• 6+ years of experience in PCB design, electronic product development, EDA software support, or closely related engineering environments.
• Previous Experience in Technical Support role preferred
• Fluent in English 
• Fluency in additional languages is a plus 
• Excellent verbal and written communication skills 
• Deep knowledge in PCB Design is required, along with expertise in one or more of the following: High-Speed Design, RF Design, Signal Integrity, Power Integrity, Data/Library Management, PCB Manufacturing, PLM Workflows, Enterprise Data Management, Enterprise Integrations, or Enterprise Server Technologies.
• Experience supporting customer environments that include PLM, enterprise data management, authentication systems (e.g., SAML, OAuth, Active Directory), server technologies, or other enterprise engineering platforms is highly desired.
• Experience with Complex PCB Simulation/Signal Integrity/Analysis is a plus
• Experience in technical demonstrations and presenting training materials
• Demonstrated ability to troubleshoot complex technical issues spanning desktop applications, cloud services, enterprise integrations, authentication systems, and related customer environments.
• Must possess excellent group and interpersonal communication and presentation skills, written skills, and the desire to work in a fast-paced environment with passion and enthusiasm for Altium Corporate Goals, Visions, Products, and Solutions
• Be driven, self-managed, and motivated

 

Working conditions This job may require occasional travel. When not traveling, time will be spent in the office fielding escalations from the technical team, and proactively assisting with the team casework.

Additional Information

The expected annual pay range for this position is $90,000 - $120,000. This position is also eligible for bonus opportunities. Please note that final offer amount will be dependent on geographic location, applicable experience, and skillset of the candidate.

Renesas offers a full range of elective benefits including medical, health savings account (with applicable medical plan), dental, vision, health and/or dependent care flexible spending accounts, pre-tax commuter benefits, life insurance, AD&D, and pet insurance. In addition to elective benefit options, benefited employees receive company-paid life insurance and AD&D, LTD, short term medical benefits as well as paid sick time, paid holidays, and accrued paid vacation. New employees will attend a detailed benefit orientation to learn more about our many benefits and resources.

Altium Limited, a part of the Renesas Group and headquartered in San Diego, California, is a global software company accelerating the pace of electronics innovation. We are redefining electronic product creation in a software-defined world with our industry-first cloud-based platform that unites every stakeholder and phase of electronics development.

From startups to world’s technology giants, our digital platforms give more power to PCB designers, supply chain, and manufacturing, letting them collaborate as never before. At Altium, our teams are empowered to innovate, collaborate globally, and help create the future of electronics development.

We believe in rewarding our employees with a competitive benefits package alongside their salary. More information will be provided during the hiring process.