As a lead/senior software support engineer, your primary responsibility will be to resolve software issues reported from current product install base. You will be part of a cross functional team which will be responsible for successful deployment of software at customer site.

- Review and respond to customer/field issues and questions. Troubleshoot/validate issues reported from the field, and submit bug tracking reports.
- Responsible for verifying and validating software functionality. Make sure various customer use-cases can be satisfactorily met by the software.
- Act as an interface between the Customer and Software team related to new products/features for Requirement gathering and Spec clarification. Responsible for smooth transition from development to deployment and acceptance at the customer sites.
- Document software changes for new products, enhancements and defects. Work with Product team to gain strong domain and product functionality/architecture knowledge.
- Possess the ability to differentiate between hardware, software and other configuration issues. Looking into code to debug issues using source code is an added advantage.
- Manage Customer expectation to efficiently and professionally handle escalations. Ensure Software is not a showstopper for product success/performance.
- Install and configure software releases on engineering and process lab tools. Work with tool owners and HW/process engineers to debug and triage issues seen on tools in internal labs.
- Manage customer system configuration and setup for new products/features. Use software simulators to run customer scenarios for new products/features.
- Lead cross-platform software validation activities for new products/features.
- Develop and provide training to the field Software Support Engineers (SSEs)



to ensure a fast response to customers software questions or issues.
- Track software performance at customer sites. Plan for First in FAB introductions to ensure successful deployments.
- Develop documentation for software troubleshooting, problem resolution, and software procedures.
- Identify problems in the software code base and suggest solutions to the development team.
- Manage customer expectations to efficiently and professionally handle escalations.
- Be the voice of the customer and the interface between our customers, account teams and the development team.
- Develop software utilities to aid software troubleshooting.

Experience, Skills and Educational Requirements:
- Excellent analytical skills, methodical problem solving skills and troubleshooting skills
- Excellent communication skills (verbal and written) and the ability to interact with extended teams spread across the globe.
- Minimum 3 years of experience in software product support
- Bachelor of Engineering degree in Computer Science/Information Science/Electronics with strong back ground in Industrial automation software
- Background in Semiconductor Manufacturing/Industrial Automation is an added advantage
- Solid understanding of SDLC
- Code analysis and Debugging (C++,C,JAVA) optionally concept of Oops.
- Basic scripting experience with a language like Python.(Added Advantage)
- Prior experience in SQA methodologies is an added advantage
- Self-motivated and willing to learn new skills and technologies as needed
- Ability to meet objectives, goals and deadlines with minimal supervision.
- Experience in troubleshooting software issues using logs simulation.
- Windows operating system and networking experience.

Additional Information

Time Type: Full time

Employee Type: Assignee / Regular

Travel: Yes, 20% of the Time

Relocation Eligible: Yes

📌 Global Software Support Engineer (Bengaluru)
🏢 Applied Materials India Private
📍 Bengaluru