MKS
SeniorTechnicalProductSupportEngineer
Neural analysis suggests this role is
optimal for Senior candidates.
“Senior Technical Product Support Engineer at MKS. Skills: Technical support, Customer interaction, Problem resolution. Provide expert-level technical support. Resolve complex technical issues”
What You'll Achieve.
Improve quality & process improvement; Provide knowledgeable and timeline customer support; Enhance overall team capability; Achieve ticket resolution time targets; Achieve customer satisfaction targets
Industry & Context.
Solve customer problems; Solve engineering problems; Diagnose technical issues
Sitting, standing, or typing for extended periods, Remain in a stationary position for 25% of the time, Operates a computer, Observe documents and details at close range, Travel up to 50% of the time, domestically and internationally, Must be a U.S. person for certain positions
What They're Looking For.
Must Have
Bachelor’s degree in a relevant field or a minimum of 4 years of directly related experience, At least 5 years of experience in service engineering or a similar technical support role
Nice to Have
Master’s degree, Experience working with B2B (business to business) capital equipment or similarly complex systems, Experience working in semiconductor, PCB, or similar industries
What You'll Do.
Provide expert-level technical support
Resolve complex technical issues
Handle escalated technical issues
Interact directly with customers
Mentor junior technical support engineers
Contribute to technical documentation
Share knowledge with team
Identify process improvement opportunities
Monitor and report on support metrics
Ensure adherence to quality standards
How You'll Work.
Team & Collaboration
Partner with Engineering and Field teams; Collaborate with cross-functional teams
Communication Scope
Communicate information and ideas; Exchange accurate information
Full Job Description
**A Day in Your Life at MKS:** As a Principal Technical Support Engineer at ESI, an MKS Company, you will partner with the Engineering and Field teams to help solve both customer and engineering problems, help guide engineering in improving quality & process improvement and provide knowledgeable and timeline customer support. In this role, you will report to the Product Hardware Engineering Manager. **You Make An Impact By:** * Providing expert-level technical support to customers, resolving complex technical issues related to company products or services * Handling escalated technical issues and collaborate with cross-functional teams to resolve customer problems * Interacting directly with customers to understand and diagnose technical issues, providing timely and effective solutions * Mentoring and coaching junior technical support engineers, providing guidance on technical troubleshooting, best practices, and customer interaction * Contributing to the creation and maintenance of technical documentation, knowledge base articles, and support tools * Sharing knowledge and best practices with the technical support team to enhance overall team capability * Identifying opportunities for process improvement in technical support operations * Monitoring and reporting on technical support metrics, including ticket resolution time, customer satisfaction, and issue escalation rates * Ensuring adherence to quality standards, service level agreements (SLAs), and regulatory requirements **Skills You Bring:** * Bachelor’s degree in a relevant field **or** a minimum of 4 years of directly related experience in lieu of a degree **Master’s degree preferred** * At least 5 years of experience in service engineering or a similar technical support role **Preferred Skills:** * Experience working with B2B (business to business) capital equipment or similarly complex systems * Experience working in semiconductor, PCB, or similar industries * Physical Demands & Working Conditions: * Perfo
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