{"id":3907283,"url":"https://alion.io/job/samsung-electronics-product-support-senior-engineer","title":"Product Support Senior Engineer","company":{"id":166,"name":"Samsung Electronics","domain":"samsung.com","url":"https://alion.io/company/samsung","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":85,"open_postings":140,"ghost_share":0.007,"stale_share":0.543,"repost_share":0.057,"time_to_fill_p50_days":36,"computed_at":"2026-11-08T05:47:12Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Plano, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":true},{"name":"Microsoft Office","optional":true},{"name":"Outlook","optional":true}],"status":"live","first_seen_at":"2026-11-05T00:00:00Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-08T10:00:54Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Position Summary\nThis role is not eligible for immigration sponsorshipHeadquartered in Plano, TX, Samsung Electronics America (SEA) is a leader in mobile technologies, consumer electronics, home appliances, enterprise solutions and networks systems. Across each of these areas, our work drives innovation, economic growth and workforce opportunity in the United States.\nFor nearly five decades, Samsung has been at the forefront of technological advancements, investing over $100 billion and creating more than 20,000 jobs nationwide. Our mission? To integrate cutting-edge products, services, and AI technology to deliver smarter, sustainable, and more connected experiences that empower people to live better.\nAs a wholly owned subsidiary of Samsung Electronics Co., Ltd., SEA offers opportunities to work alongside global visionary thinkers and innovators who are passionate about making a difference. Explore the exciting opportunities at Samsung Electronics America and discover how you can make an impact.\nTo learn more, visit Samsung.com. For the latest news, visit news.samsung.com/us.\nRole and Responsibilities\nThe DA Product Support Senior Engineer is responsible for leading all DA Product engineers and controls each product engineers’ tasks. This senior role ensures New Product Introduction (NPI) Quality Strategies, advanced post-launch field failure analysis, and comprehensive quality sensing across entire Digital Appliance (DA) products.\nKey Responsibilities:\nNPI Product Quality Evaluations (Full DA Lineup):\nLead comprehensive NPI product testing, Installation and Serviceability reviews, and performance evaluation across all DA product categories to prevent manufacture defects. \nDevelop test cases, test plans, and scripts.\nPerform early production quality evaluations at DA factories (SAMEX and SEMP).\nTravel overseas for product evaluation, training, and quality review with design, R&D, and factory teams.\nSupport early production field tests and address top quality issues with GBM.\nProvide technical repair training and create service repair documentation for Samsung Authorized Service Centers.\nEnsure compatibility with external devices used by customers.\nField Support:\nResponsible for unresolved, complex, or systemic field quality issues across the entire DA product line\nPerform deep-dive root cause analysis\nDevelop service bulletins and training documents for new product issues.\nProvide on-site support for defective products, including root cause analysis and corrective actions.\nManage firmware/software quality assurance testing for post-production products.\nAnalyze VOC data and track the effectiveness of countermeasures.\nCreate troubleshooting guides and repair procedures to enhance field service technician capabilities.\nMentor and upskill product support engineers and technician training team on advanced troubleshooting and new appliance technologies\nTechnical Skills:\nAdvanced Diagnostics & Failure Analysis\nExpertise in reading complex schematics, wiring diagrams, PCB layouts, and ability to find root cause for exceptional/complicated quality issue\nData analysis & Quality Sensing\nCapable to analyze major quality issues for all DA products from multiple data sources\nSkills and Qualifications\nMinimum Qualifications:\nBachelor’s Degree in Engineering and 8 years relevant experience; or\n12 years of Home Appliance/Engineering experience (if no Bachelor’s degree).\nPreferred Qualifications:\n8+ years of hands-on experience in Home Appliance, Product Support, Quality Engineering or service support roles.\nKnowledge of home appliance of full DA products and functions.\nTechnical leadership skills with the ability to mentor junior engineers and influence senior internal/external stakeholders.\nExperience working independently, solving complex problems, and prioritizing multiple tasks.\nProfessional experience in MS Excel (macros, pivots, charts) and MS Office suite (Outlook, Word, PowerPoint).\nExceptional verbal and written communication skill for executive-level technical reporting.\nThis role requires a self-motivated, results-oriented professional with a strong focus on product quality and customer satisfaction.\nLife @ Samsung - https://www.samsung.com/us/careers/life-at-samsung/\nBenefits @ Samsung - https://www.samsung.com/us/careers/benefits/\nRegular full-time employees (salaried or hourly) have access to benefits including: Medical, Dental, Vision, Life Insurance, 401(k), Employee Purchase Program, Tuition Assistance (after 12 months), Paid Time Off, Student Loan Program (after 12 months), Wellness Incentives, and many more. In addition, regular full-time employees (salaried or hourly) are eligible for MBO bonus compensation, based on company, division, and individual performance.\nTo ensure a fair and transparent recruitment process, please do not use GenAI tools during your interview unless explicitly permitted; failure to adhere to these guidelines may result in disqualification from the recruitment process.\n* Please visit Samsung membership to see Privacy Policy, which defaults according to your location. You can change Country/Language at the bottom of the page. If you are European Economic Resident, please click here.\nAt Samsung, we believe that innovation and growth are driven by an inclusive culture and a diverse workforce. We aim to create a global team where everyone belongs and has equal opportunities, inspiring our talent to be their true selves. Together, we are building a better tomorrow for our customers, partners, and communities.\n* Samsung Electronics America, Inc. and its subsidiaries are committed to employing a diverse workforce, and provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law.\n Reasonable Accommodations for Qualified Individuals with Disabilities During the Application Process\nSamsung Electronics America is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you have a disability and require a reasonable accommodation in order to participate in the application process, please contact our Reasonable Accommodation Team (855-557-3247) or  for assistance. 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