Global Support Engineer
Vor 7 Tagen
Are you a problem-solver with a can-do attitude?
We want to hear from you.
Advantest is growing its Global Support Expert team for the V93000 SoC Test System. This team provides 3rd level technical support (Hardware Support) to the end customer and plays a key role in ensuring system stability and efficient cross-functional collaboration. With this position we are growing on automation and environment support. The team in Boeblingen has the highest point of escalation and has a close relationship with the end customer,Field Engineers and development teams to align system behavior, processes and problem solving patterns. Design for support is a key focus, where the team drives new product designs toward long-term supportability, profitability and overall product quality
Your Job Duties and Responsibilities:
As a Global Support Engineer, you will provide support for the customers of our products. Being the highest point of escalation, you will manage the delivery of technical solutions to address the customer's needs.
You will utilize diverse skills, from strong tactical execution to project management to solve the customers' issues in a timely manner.
• Recognized as the global technical support expert for Advantest Semiconductor Test Systems
• Accountable for global technical escalation management
• Provide subject matter expertise in defining Service and End User documentation and training for all New Product Introduction
• A keen understanding of customer requirements with the ability to translate technical details into clear, actionable insights.
• Review & analyze Customer health trends to proactively identify and resolve issues before the customer escalates.
• Translate field and system insights into structured supportability requirements, drive alignment with development teams.
• Define and measure support needs for new products to ensure predictable system behavior and supportability at lowest support cost.
• Conduct training to propagate knowledge to all regional service organizations worldwide
• Responsible for installed base product quality, reliability and compatibility
• Increase the efficiency of customer support by driving continuous improvement efforts that strengthen issue reproducibility, enhance troubleshooting capabilities and reduce friction in cross-functional collaboration.
• Encourage continuous learning and provide clear guidance to help engineers across all experience levels grow their technical capabilities.
Requirements
- University or college degree in computer science/engineering, software engineering or relevant fields
- Proficiency with Linux environments and with languages such as bash, Java or Python for scripting and automation.
- Ability to analyze structured and time-series based data to identify patterns, system behavior and recurring issues.
- Strong experience with Linux environments, virtualization, containers, and networking
- Proficiency in scripting (Python, Bash) and automation of system tasks
- Hands-on knowledge of CI/CD pipelines and monitoring tools
- Experience in troubleshooting and debugging complex technical issues
- Analytical, systems-thinking mindset with problem-solving skills and ability to work independently
- Willingness to travel both domestically and internationally to support cross-geographical projects and customer engagements.
Required Soft Skills:
- Proactive problem-solver with a customer-centric and system-oriented approach.
- Excellent communicator with the ability to work collaboratively across global and cross-functional teams.
- Excellent systems thinking skills with the ability to identify patterns, root causes and opportunities for structural improvement.
- Data-informed decision maker who uses metrics, trends and issue patterns to guide sustainable improvement.
- Process-oriented, structured and analytical thought process with a strong ability to create clarity in complex technical environments
- Effective communication in spoken and written English and German preferred
- Can-do attitude, proactive and self-disciplined
- Customer focused and understanding of customer requirements and needs
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