Technical Support Engineer

The Technical Support Engineer role at Nova Ltd. provides field and customer support for Nova products in Fremont, CA (onsite). This position combines hands-on service work with escalation handling, performance data analysis, and customer training across installations, repairs, upgrades, and service readiness.

Key Responsibilities

• Deliver field engineer and customer support through technical problem solving, diagnosis, repair, installation, modification, and system upgrades, including customer training.
• Manage escalations and critical customer situations successfully.
• Serve as the primary interface between the factory, field team, and customers for collection and analysis of system performance and reliability data, including system tracking and customer satisfaction information.
• Coordinate service activities with field teams and customers to maximize system tool uptime and overall performance.
• Collect, prepare, and formally communicate routine data analysis and quality metrics to the field, customers, and headquarters on a daily, weekly, monthly, and other required cadence.
• Collaborate with field support, engineering, and operations to provide feedback on serviceability, reliability, ease of installation and upgrades, and other tool-related quality metrics and issues.
• Report design, reliability, and maintenance issues to engineering.
• Create, edit, and review technical field and training materials and documentation.
• Support beta programs at customer sites and at headquarters.
• Develop technical training programs and classes and deliver training to field personnel and customers, including mentoring and on-the-job training for new team members.

Requirements

• Ability to work effectively across a multifunctional team, including Field Teams, Engineering, Operations, Tech Support, Applications, Marketing, and Sales.
• Excellent problem-solving skills.
• Strong analytical abilities, data analysis, and diagnostics experience.
• Excellent written and oral communication skills.
• Excellent knowledge of semiconductor technical support requirements and field service processes and procedures.
• Strong project and time management skills.
• Excellent customer relations and communications skills.
• Excellent escalation management skills.
• Training development and delivery experience.
• New product introduction management experience.
• Manual and physical labor is required, including the ability to bend, crawl, and work around systems within semiconductor manufacturing facilities.
• Ability to lift, carry, and move job-related items.
• Ability to travel globally as needed, with estimated travel time of at least 30% of the year.
• Bachelor’s degree or equivalent.
• Minimum of one year of experience in a semiconductor manufacturing service or technical support role, or equivalent experience in a similar technical business such as an analytical instrument capital equipment organization.
• Semiconductor metrology equipment or related equipment manufacturing experience is beneficial.

Compensation

Pay range: USD 120,000 - 135,000 per year (DOE).

Technology and Technical Knowledge

Technical Support Engineers must understand and demonstrate knowledge across varied technologies and multiple disciplines, including:

• Ion optics
• Mass spectrometry
• X-ray photoelectron spectroscopy
• Secondary ion mass spectrometry
• High voltage and low voltage electronics
• Mechanical systems
• High vacuum systems
• Power systems
• Various software operating systems and applications

Additional Role Capability Requirements

• Demonstrated capability in project management, escalation management, and service-perspective management of new product introduction (NPI) programs.
• Experience in technical training development and delivery, including development of service support documentation, processes, and procedures.
• Ability to interface with multifunctional groups to support successful installation, qualification, maintenance, and repair of Nova products at factory locations or customer sites while meeting both customer and Nova expectations.