Technical product support engineer -semiconductor equipment escalations

To make electronics, you need chips, wafers, transistors, reticles, and... To make these, you must see, test and manufacture them at scale—faster and better than ever before. That's where KLA comes in. Whether you're early in your career or an experienced professional, you'll solve complex challenges, work alongside brilliant minds and help shape the future of technology.

Group/Division

The KLA Services team consists of Service Sales, Marketing, Spares Supply Chain Management, Field Operations, Engineering, Product Training, Digital Solutions and Analytics, and Technical Product Support. Our services organization maximizes the value of our customers' KLA assets – with highly trained service and product support engineers providing installation services and 24/7 technical support and parts delivery through our extensive supply chain network.

What You'll Do

In this role, you will play a key part in advancing business priorities by delivering high-impact work across your area of expertise.

The Jumper Team is a forward-thinking, strategic, and highly flexible technical-support team built to go where the toughest, most cutting-edge problems are. As newly ramping products scale across our customers, this team deploys to the front line, stabilizes the most meaningful system issues, and turns hard-won lessons into Best-Known-Methods that make the entire fleet stronger. It is a high-visibility role with broad engineering touchpoints — you will partner directly with build, sustaining, and field teams, and your work will directly develop how KLA supports its next generation of products. This role focuses on our advanced panel-process platforms and the fast-growing panel and OSAT (Outsourced Semiconductor Assembly and Test) customer segment — an exciting inflection area of the business — and offers strong growth potential for engineers who want to build deep, differentiated expertise while making a transparent, measurable impact. Act as a two-way conduit between the engineers who design KLA products and the field service teams responsible for product maintenance and support.

This is not an IT help desk role. This is a hands on role troubleshooting semiconductor equipment.

Respond to situations where field service engineers have not resolved highly technical system-performance issues — by providing written plans of action (POA) or hands-on assistance on-site, primarily across USA and in some cases Europe.

Provide burst / surge support to customer sites experiencing unplanned demand or lacking local headcount, and deliver over-support to newly ramping panel-process installations.

Capture Best-Known-Methods (BKMs) and troubleshooting procedures from each engagement and document them into KLA’s internal knowledge systems so follower sites resolve the same issues faster.

Assemble and analyze data from system populations at remote customer sites to identify the sources of technical, process, and people-based issues.

Participate in strategic beta and sustaining escalation efforts; analyze data from multiple sources and work with Engineering to produce a detailed action plan suitable for execution by Customer Service Engineers (CSE) and Technical Support Engineers (TSE).

Write technical reports communicating issues, analysis, system status, best-known-methods, and engineering recommendations.

Train KLA support personnel, including tech support and customer support engineers.

Take a proactive approach to improving service quality, cycle time, and profitability at the sites served.

Additional Responsibilities

Report design, reliability, and maintenance problems to the appropriate engineering or manufacturing organization.

Detail system problems and work with Service Sustaining Engineering on Continuous Improvement Project (CIP) opportunities.

Develop and document new troubleshooting procedures and Best-Known-Methods (BKMs).

Support the team’s success measure — the reduction of Mean Time To Repair (MTTR) at follower sites as captured BKMs are adopted (not simply the count of BKMs produced).

Preferred Qualifications:

• Bachelor’s degree with 1–2 years of demonstrated experience, or an equivalent combination of education and experience in an engineering
• Willingness to work in a clean-room environment and to travel up to 50%, including resident / extended deployment at customer sites in Asia.
• Ability to act independently with minimal planning and drive work to resolution, including post-mortem actions.
• Mechanical, electronics, and electrical interface diagnostics and fixing.

Minimum Qualifications

Master's Level Degree and related work experience of 0 years; Bachelor's Level Degree and related work experience of 2 years; OR equivalent relevant work experience.

About KLA

We provide advanced inspection tools, metrology systems, process solutions, and computational analytics that make electronics possible, tackling complex challenges. From electron and photon optics to machine learning and data analytics, we seek perfection at the most fundamental level of matter in the universe. If you want to make electronics that push industries forward and make the world a better place, join us.

Total Rewards

Base Pay Range: $32.50 - $48.00 Per Hour Primary Location: USA-AZ-Phoenix-KLA

KLA’s total rewards package for employees may also include participation in performance incentive programs and eligibility for additional benefits including but not limited to: medical, dental, vision, life, and other voluntary benefits, 401(K) including company matching, employee stock purchase program (ESPP), student debt assistance, tuition reimbursement program, development and career growth opportunities and programs, financial planning benefits, wellness benefits including an employee assistance program (EAP), paid time off and paid company holidays, and family care and bonding leave.

Interns are eligible for some of the benefits listed. Our pay ranges are determined by role, level, and location. The range displayed reflects the pay for this position in the primary location identified in this posting. Actual pay depends on several factors, including state minimum pay wage rates, location, job-related skills, experience, and relevant education level or training. We are committed to complying with all applicable federal and state minimum wage requirements where applicable. If applicable, your recruiter can share more about the specific pay range for your preferred location during the hiring process.

Use of AI Statement

At KLA, our interviews seek to understand your individual skills, problem-solving approach and authentic thinking. To ensure a fair and consistent evaluation, the use of AI, recording tools or other technologies to generate, suggest or provide responses during interviews—whether virtual or in person—is not permitted unless explicitly approved in advance as part of a reasonable accommodation or invited by the interviewer. Use of these tools may interfere with our ability to evaluate your individual qualifications and affect your candidacy. KLA is committed to advancing innovation through responsible AI, and we value candidates who share this mindset.

Equal Opportunity Statement

KLA is proud to be an Equal Opportunity Employer. We will ensure that qualified individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us at talent.acquisition@kla.com or at +1-408-352-2808 to request accommodation.

For additional information, view the US Know Your Rights poster on the U.S. Equal Employment Opportunity Commission website.