Technical Product Support (TPS) Engineer

Job Title

Technical Product Support (TPS) Engineer

Role Summary

Serve as the technical focal point for product performance, system reliability, and customer satisfaction for assigned semiconductor equipment. Collaborate with engineering, product development, field service, and customers to support new product introductions, resolve escalations, and drive reliability improvements.

Role involves on-site support for NPI/ELS/Alpha/Beta deployments, cross-functional coordination, and up to 10% travel. Relocation eligible.

Experience Level

Mid-level. Specific years of experience not stated.

Responsibilities

Primary responsibilities include supporting product deployment, resolving technical escalations, and improving product reliability.

• Support New Product Introductions (NPI) and Early Learning Shipments (ELS) to ensure successful customer adoption.
• Own hardware performance for assigned accounts and provide third-level escalation support for complex hardware and software stability issues.
• Lead failure analysis, root-cause investigations, and corrective action plans; drive design improvements to enhance reliability.
• Provide Alpha Site and Beta Site support: installation, qualification, calibration, validation, testing, and performance verification.
• Review and initiate Engineering Change Orders (ECOs) with data-driven recommendations.
• Collect, analyze, and present system performance and reliability metrics (MTBF, MTBI, Availability, process performance, installed base/intervention analysis).
• Develop technical documentation including CENs, BKMs, upgrade procedures, troubleshooting guides, and support plans.
• Deliver on-site technical training and facilitate knowledge transfer across business units and field teams.
• Collaborate with Engineering, Product Development, Global Product Support, Manufacturing, and Field Service to drive operational excellence.

Requirements

Must-have technical skills and experience for this role. Nice-to-have items are noted.

• Experience supporting semiconductor capital equipment, engineering systems, reliability labs, or advanced manufacturing environments.
• Strong troubleshooting, diagnostic, and root-cause analysis skills.
• Understanding of hardware systems, software integration, product reliability, and engineering change management processes.
• Familiarity with performance and reliability metrics such as MTBF, MTBI, Availability, and Uptime.
• Ability to analyze technical data and convert findings into actionable recommendations.
• Excellent communication and presentation skills for technical and customer audiences.
• Experience handling customer escalations and participating in cross-functional technical programs is highly desirable.
• Ability to work independently while collaborating effectively within global teams.

Education Requirements

Bachelor's or Master's degree in Electronics, Electrical, Mechanical, Mechatronics, Instrumentation Engineering, Physics, or a related technical discipline.

About the Company

Company: Applied Materials

Headquarters: Santa Clara, CA, United States

Global leader in materials engineering solutions for the semiconductor and display industries, designing, manufacturing, and servicing equipment used to produce chips and advanced displays worldwide. Enables customers' production of semiconductor devices and display technologies and supports innovations like AI and IoT.