Product Support Engineer 2

The group you'll be a part of

The Customer Support Business Group focuses on enabling our customers with premier customer support throughout their lifecycle with Lam. We drive performance, productivity, safety, and quality of customers installed base performance and deliver service and lifecycle solutions for their most critical equipment and processes.

The impact you'll make

As a Regional Product Support Engineer at Lam, you're the backbone of technical support for field engineers, technicians, and product support personnel in the region. Your expertise is crucial in diagnosing, troubleshooting, repairing, and debugging complex electro-mechanical equipment, computer systems, software, or networked and wireless systems. Your swift action in responding to situations is critical in resolving issues and ensuring satisfaction of Lam's valued customers.

What you'll do

• Provide software product support for highly technical and sophisticated systems, supporting timely and effective delivery of solutions for customer issues.
• Build customer confidence through sound technical recommendations understanding of customer priorities, supporting service excellence, product adoption, and business results.
• Participate in Lam's global technical community by sharing knowledge, contributing best practices, and strengthening worldwide technical capability.
• Develop root cause hypotheses, perform detailed technical analysis, and create action plans with clear problem statements, supporting data, and measurable success criteria.
• Deliver remote and on-site escalation support, including coordination and management of critical technical issues.
• Troubleshoot technical problems and coordinate multiple workstreams to drive effective resolution.
• Work with local account teams to understand business needs, align priorities, and deliver accurate, high-quality support.
• Build working relationships with customers through local account teams, and internal partners while adhering to customer site policies, worksite expectations, and safety requirements.
• Maintain active collaboration and communication with customers, local account teams, field teams, engineering, product support, and other cross-functional groups to support projects, issue resolution, and escalations.
• Manage daily priorities, balancing customer needs, escalations, and internal commitments to ensure timely execution and follow-through.

Who we're looking for

• Bachelor's degree in software engineering, Computer Science, Electrical Engineering, or a related engineering discipline, along with a minimum of 2 years relevant experience supporting complex technical products, systems, or customers.
• Ability to read and interpret electrical and mechanical schematics, diagrams, and operating manuals.
• Proficiency with computer applications, including data analysis tools, word processing, spreadsheets, and presentation software.
• Ability to work in a clean room environment while wearing required personal protective equipment, and to sit or stand for extended periods in a fast-paced setting with changing workloads.
• Flexibility to work shifts and provide on-call support, including nights, weekends, and holidays, as business needs require.
• Ability to travel domestically and internationally based on business needs.

Preferred qualifications

• Hands-on experience supporting Etch systems is strongly preferred; experience with Clean systems is a plus.
• Familiarity with software architecture and the ability to troubleshoot from the ControlWorks level.
• Working knowledge of analog-to-digital I/O devices such as IOC and ECAT, and how they interact with the tool platform software package.
• Knowledge of directory structures and the ability to troubleshoot software and system organization.
• Firs experience supporting customers in Europe, including working across time zones and adapting to regional customer requirements, is preferred.
• Fluency in English is required; proficiency in an additional European language is an advantage for supporting customers across the region.

Our commitment

We believe it is important for every person to feel valued, included, and empowered to achieve their full potential. By bringing unique individuals and viewpoints together, we achieve extraordinary results.

Lam Research ("Lam" or the "Company") is an equal opportunity employer. Lam is committed to and reaffirms support of equal opportunity in employment and non-discrimination in employment policies, practices and procedures on the basis of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex (including pregnancy, childbirth and related medical conditions), gender, gender identity, gender expression, age, sexual orientation, or military and veteran status or any other category protected by applicable federal, state, or local laws. It is the Company's intention to comply with all applicable laws and regulations. Company policy prohibits unlawful discrimination against applicants or employees.

Lam offers a variety of work location models based on the needs of each role. Our hybrid roles combine the benefits of on-site collaboration with colleagues and the flexibility to work remotely and fall into two categories - On-site Flex and Virtual Flex. 'On-site Flex' you'll work 3+ days per week on-site at a Lam or customer/supplier location, with the opportunity to work remotely for the balance of the week. 'Virtual Flex' you'll work 1-2 days per week on-site at a Lam or customer/supplier location, and remotely the rest of the time.