Senior Software Engineer, Customer Escalations
$136,300–$231,700 year
On-siteMilpitas, California, United States
Job Summary
Lead senior-level software sustaining, continuous improvement, and escalation resolution for Surfscan product lines, focusing on improving product reliability, customer uptime, and long-term serviceability. Act as the senior technical owner for complex field issues by triaging customer problems, reproducing use cases, leading root-cause analysis, and coordinating corrective actions with clear technical documentation. Drive software improvements across New and legacy Surfscan platforms to support customer commitments, while defining validation strategies, regression automation, and diagnostics in partnership with development teams. Analyze customer issue trends to recommend process and tooling improvements that reduce repeat escalations. Provide senior technical leadership across multi-site engineering teams in the U.S. and India to resolve escalations and deliver robust solutions.
Required Qualifications
- BS or MS in Computer Science, Software Engineering, Electrical Engineering, Computer Engineering, or a related technical field
- 7+ years of experience in software development, software sustaining, validation, test automation, or customer escalation support for complex, high-reliability systems
- Strong senior-level programming, debugging, and system troubleshooting skills in one or more modern languages such as C#, C++, .NET, Python, or equivalent
- Hands-on experience working in Windows Server and Linux environments, including log analysis, failure reproduction, and issue isolation
- Experience with automated testing frameworks, regression test development, CI/CD practices, version control, defect tracking, and structured release validation
- Experience using AI-assisted tools to accelerate root-cause analysis, analyze logs and failure patterns, summarize technical findings, identify likely resolution paths, and improve speed and quality of customer issue resolution
- Excellent communication, analytical thinking, interpersonal, and cross-functional leadership skills, with ability to explain complex technical issues clearly to engineering, support, management, and customer-facing teams
- Strong ownership mindset, technical judgment, and ability to independently prioritize and drive multiple escalations, corrective actions, and quality improvements while maintaining urgency, communication discipline, and execution quality
- This position may require domestic and international travel to customer sites to support critical escalations, deployments, issue reproduction, and resolution activities
- The role may also require off-hours escalation support and cross-time-zone collaboration based on customer needs
- Master's Level Degree and related work experience of 7 years
- Bachelor's Level Degree and related work experience of 7+ years
Desired Qualifications
- Experience with semiconductor capital equipment, inspection or metrology systems, factory automation, SEMI standards, or high-reliability industrial software
- Experience supporting customer escalations, field deployments, service releases, patches, diagnostics, and customer-specific fixes for complex equipment software
- Demonstrated ability to work effectively with globally distributed teams, including engineering and escalation teams across the U.S. and India
- Familiarity with Surfscan platforms, SPx, SP8/SP8 XP, or related product families is a plus
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