Sr Technical Support Engineer

Join a customer-facing technical role supporting cryogenic chip-scale probe stations for advanced semiconductor and quantum device characterization.

Responsibilities

• Act as a senior escalation resource for field engineers, technicians, applications personnel, product support teams, and customers when standard troubleshooting and first-line escalation do not resolve the issue.
• Independently diagnose and resolve complex, ambiguous, system-level problems across cryogenic refrigeration, vacuum systems, thermal interfaces, precision motion, probe positioning, electrical controls, sensors, instrumentation, computer hardware, system software, and network connectivity.
• Perform advanced root-cause and failure analysis using equipment logs, alarm histories, test data, schematics, drawings, bills of material, service records, experiments, and subsystem diagnostics; define and validate corrective actions.
• Lead complex remote and on-site troubleshooting by setting a diagnostic strategy, assessing technical and customer risk, and deciding whether part replacement, engineering intervention, containment, or broader corrective action is needed.
• Provide technical support for installations, configurations, calibrations, acceptance tests, upgrades, recovery efforts, and customer training for cryogenic chip-scale probe stations.
• Own technical documentation for critical escalations, including problem definition, diagnostic strategy, test results, root-cause conclusions, risk assessment, corrective actions, and final resolution.
• Identify systemic issues affecting design, reliability, and maintainability, and translate field findings into actionable engineering requirements that influence corrective-action priorities and product decisions.
• Partner with design engineering, software engineering, manufacturing, quality, applications, and service teams to reproduce complex issues, lead technical reviews, validate corrective actions, and update service guidance.
• Build and refine advanced troubleshooting methodologies, diagnostic tools, service procedures, knowledge articles, work instructions, and training materials to improve support effectiveness.
• Establish and model safe handling and diagnostic practices for precision components, samples, cables, probes, and vacuum hardware aligned with safety, electrostatic discharge, cleanliness, and contamination-control requirements.
• Support domestic or international travel as needed, with schedule flexibility for installations, escalations, and customer needs.

Requirements

• Bachelor’s degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience.

Technologies

• Salesforce Field Service Lightning

Skills

• Cryocoolers
• Cryogenics
• Customer Support Training
• Customer Technical Support
• Detail-Oriented
• Industrial Maintenance
• Interpersonal Communication
• Salesforce Field Service Lightning
• Technical Problem-Solving

Benefits

• Medical
• Dental
• Vision
• EAP
• Short-term and long-term disability
• Life insurance
• Flexible spending and savings accounts
• 401(k)
• ESPP
• Paid time off

Pay

• This role in Boulder, Colorado pays between $75,000 and $99,000 per year, depending on experience, skills, and background.
• Pay may vary in other locations.

Schedule

• Day shift