{"id":196860,"url":"https://alion.io/job/lam-research-product-support-engineer-3-12","title":"Product Support Engineer 3","company":{"id":58649,"name":"Lam Research","domain":"lamresearch.com","url":"https://alion.io/company/lam-research","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Eightfold","truth_index":{"grade":"C","score":56,"open_postings":638,"ghost_share":0.439,"stale_share":0.056,"repost_share":0.718,"time_to_fill_p50_days":71,"computed_at":"2026-10-26T05:57:25Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Austin, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":64000,"max_usd":127000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":483},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"GPG","optional":false},{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-06-10T23:09:35Z","employer_posted_date":"2026-08-14","last_verified_at":"2026-10-26T15:50:30Z","board_verified":true,"closed_at":null,"days_open":137,"trust":{"level":"ghost","repost_count":4,"flags":["repost"],"days_open":137},"description":"The group you’ll be a part of\nAt Lam, you'll be part of a growing Product Support Engineering team working with the Product group, Engineering groups, and Field Engineering teams, supporting a wide range of robotics products and platform types for our global end-user customers.\nThe impact you’ll make\nAs a Regional Product Support Engineer at Lam, you’re the backbone of technical support for field engineers, technicians, and customers in the region (Austin,Texas). Your expertise is crucial in diagnosing, troubleshooting, repairing, and debugging complex electro-mechanical equipment, and software. Your swift action in responding to situations is critical in resolving issues and ensuring satisfaction of Lam's valued customers.\nWhat you’ll do\nTechnical\nCommunicates as a subject matter expert on high level technical issues and escalations while providing guidance and recommending solutions.\nProvides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment.\nResponds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software and escalates or identifies solutions.\nReports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training.\nPartners with the account team to present to customers the problem statement, identified root causes and gain buy-in on proposed solutions.\nIdentifies and communicates opportunities for installed base performance improvements within a customer site/account through hands-on and/or installed-base performance data collection/analysis.\nDrives required actions at the customer site to resolve escalations and prevent repeat problems.\nLiaises between Customers, Product Groups, Field Sales, Business Development and other organizations to ensure closure of product issues. May work closely with Account GM(s), CSOMs and other senior-level engineers in Field, CSBG and GPG.\nParticipates in the review of procedures, processes and tool design impacting development activity.\nManages projects and provides reports to management to deliver the desired result. Conducts customer escalation meetings.\nCustomer Relation\nProvides support to customer/users where the product is highly technical or sophisticated in nature.\nDevelops customer confidence through credible recommendations and an understanding of the customer’s perspective to support sales, service, and revenue.\nLeadership\nParticipates in Lam’s worldwide technical community and actively shares knowledge and takes a leadership position to enhance worldwide learning and its application.\nActs as technical mentor for field and account engineers and may design or conduct training sessions.\nWho we’re looking for\nMinimum of 5 years of related experience with a Bachelor’s degree; or 3 years and a Master’s degree; or a PhD without experience; or equivalent work experience.\nUnderstands and works from electrical and mechanical schematics and diagrams and interprets operating manuals.\nMS Office suite.\nFormulates root cause hypotheses, analysis and action plans with detailed problem statements, data analysis and success criteria.\nProvides quality remote and on-site escalation support and escalation management.\nTroubleshoots technical problems and coordinates multiple technical tasks.\nWorks directly with customers to meet their needs and expectations with attention to detail and a high degree of accuracy.\nEstablishes and maintains cooperative working relationships with co-workers and customers and adheres to customer rules and policies regarding worksite behavior and safety with minimal supervision.\nAble to work in a restricted clean room environment, wearing appropriate personal protective safety equipment as required, and sit or stand for prolonged periods of time in a demanding environment with changing workloads.\nWorks flexible shifts and on-call including nights, weekends, and holidays.\nAvailable for constant communication with the field through meetings, instant messaging, text, email, etc.\nAble to travel both domestically and internationally based on business needs (40%).\nThis role follows a flexible onsite work arrangement.\nPreferred qualifications\nOur commitment\nWe 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.\nLam 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.\nLam 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.\n#LI-LE1 \nOur Perks and Benefits\nAt Lam, our people make amazing things possible. 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