Product Support Engineer 1
Job Location:
Fremont, CA - USA
Yearly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
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 Beijings E-Town Capital. Our new investors 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 July 2025 the company successfully listed in Shanghais 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
- Bachelors 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.
Salary Range: $74000 - $93840
Required Experience:
IC
About Company
We design, manufacture, market and globally support semiconductor wafer processing equipment used in the fabrication of integrated circuits.
