Product Support Engineering

About Mattson
Company: Mattson Technology, Inc., a 38-year Silicon Valley company, designs, manufactures, markets, and globally supports plasma and rapid thermal processing equipment to fabricate integrated circuits for the global semiconductor industry.
Mattson Technology, Inc. offers processing equipment that utilizes innovative technologies to deliver advanced processing capabilities and high productivity for the fabrication of current and next-generation integrated circuits. Our equipment and technologies are used by leading memory and logic, analog /power device manufacturers worldwide. Innovations from Mattson Technology in Atomic Surface Engineering address the most critical logic and memory manufacturing challenges.
In May 2016, Mattson Technology was acquired by Beijing’s E-Town Capital. Our new investor’s vision is that Mattson Technology, with its Silicon Valley DNA, will continue to operate as a global, market-driven technology provider serving worldwide semiconductor manufacturing customers. In July, 2025, the company successfully listed in Shanghai’s STAR Exchange. As the external trade compliance environment evolves, Mattson Technology now operates independently from the parent company in product, business, and operations, serving customers outside of China.
Job Summary
The Product Support Engineer I provides frontline technical support for customers and internal stakeholders regarding company products, systems, and applications. This entry-level engineering role is responsible for troubleshooting product issues, assisting with product installations and configurations, documenting technical solutions, and escalating complex issues to senior engineers. The Product Support Engineer I serves as a critical link between customers, engineering, quality, and product management teams to ensure a positive customer experience and continuous product improvement.
Essential Duties and Responsibilities

Respond to customer inquiries and technical support requests via phone, email, ticketing systems, or remote support tools.
Troubleshoot product performance, functionality, and application issues using established procedures.
Assist customers with product installation, setup, operation, and maintenance activities.
Document customer interactions, issue resolutions, and troubleshooting steps in the support management system.
Escalate complex technical issues to senior support engineers or engineering teams as required.
Monitor and track support cases to ensure timely resolution and customer satisfaction.
Reproduce and validate reported product issues for engineering review.
Assist in creating and maintaining technical documentation, knowledge base articles, FAQs, and troubleshooting guides.
Collaborate with Quality, Manufacturing, Engineering, and Product Management teams to resolve recurring product issues.
Support product testing and validation efforts when troubleshooting field issues.
Participate in customer training sessions and product demonstrations as needed.
Provide feedback regarding product performance, reliability, and customer concerns to support continuous improvement initiatives.
Maintain a strong understanding of company products, technologies, and applications.
Adhere to company quality, safety, and compliance standards.

Required Qualifications

Bachelor's degree in Engineering, Computer Science, Electronics, Physics, Information Technology, or a related technical field.
0-2 years of experience in technical support, product support, engineering, customer service, or a related function.
Basic understanding of troubleshooting methodologies and root cause analysis.
Strong analytical and problem-solving skills.
Effective verbal and written communication skills.
Ability to manage multiple priorities in a fast-paced environment.
Proficiency with Microsoft Office applications and customer support systems.
Strong customer service orientation and professionalism.

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