📍 Job Overview

Job Title: Technical Support Engineer
Company: KLA
Location: Hsinchu, Taiwan
Job Type: On-site
Category: Technical Support & Customer Success
Date Posted: June 26, 2025
Experience Level: Mid-level (2-5 years)
Remote Status: On-site

🚀 Role Summary

Key Responsibilities: Troubleshoot complex technical issues, collaborate with cross-functional teams, and provide solutions to KLA's customers.
Key Skills: Technical support, troubleshooting, optical systems, electromechanical systems, data analysis, communication, problem-solving, collaboration, and customer satisfaction.
Key Challenges: Working with highly complex systems, analyzing data and logs, and providing solutions to resolve system performance problems.

📝 Enhancement Note: This role requires a strong technical background and the ability to work effectively with cross-functional teams to resolve challenging technical issues.

💻 Primary Responsibilities

Coordinate and lead service alert calls with field service engineers and development engineers to help analyze and resolve tool issues.
Gain engineering-level knowledge and troubleshooting skills of highly complex systems by working with marketing, development engineering, logistics, and field service teams.
Standardize solutions that will benefit all customers, including defining the best-known methods (BKM).
Participate in multi-functional product teams with a focus on customer satisfaction and operational excellence.
Act as a two-way conduit for information transfer between development engineers and field service teams who provide product maintenance and support.
Gather and analyze data and logs from the tools to identify sources of systematic issues, including technical, process, facilities, and user errors.
Help develop and detail technical service procedures for proper knowledge gaining.
Respond to situations where field service engineers have failed to resolve complicated system performance problems by providing written plans of action by email, on the phone, or at customer sites in the US, Asia, and Europe.
Write technical reports to communicate issues, analysis, technical assessments, system status, best-known methods, and engineering recommendations.

📝 Enhancement Note: This role requires strong problem-solving skills, the ability to analyze data, and effective communication to provide solutions to complex technical issues.

🎓 Skills & Qualifications

Education: Bachelor's degree in Science, Technology, Engineering, or Mathematics (STEM) is required, with a Master's degree preferred.

Experience: 2-5 years of experience or equivalent combination of education and experience in optical and/or electromechanical systems. Semiconductor capital equipment experience is strongly preferred.

Required Skills:

Previous technical support and experience in system-level troubleshooting
Ability to quickly diagnose problems through analysis of inspection reports, system log files, system parametric diagnostic data, and other test results, and provide solutions
Ability to act independently and with a minimum of planning, drive work to resolution, including post-mortem and standardization actions
Excellent oral and written communication skills

Preferred Skills:

Experience with KLA's new products
Familiarity with optics, electronics, mechanical, and pneumatic components, software, and algorithms
Knowledge of semiconductor capital equipment

📝 Enhancement Note: Candidates with relevant experience in semiconductor capital equipment and technical support will be highly competitive for this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate experience in troubleshooting complex technical issues
Showcase problem-solving skills and ability to analyze data
Highlight any experience working with optical and/or electromechanical systems
Provide examples of technical reports or documentation

Technical Documentation:

Include case studies or examples of resolving complex technical issues
Showcase any experience with KLA's products or similar semiconductor capital equipment
Highlight any relevant certifications or training in technical support or troubleshooting

📝 Enhancement Note: While a portfolio is not explicitly required for this role, providing examples of relevant experience and skills can strengthen a candidate's application.

💵 Compensation & Benefits

Salary Range: NT$700,000 - NT$1,200,000 per year (Based on market research and company size)

Benefits:

Competitive, family-friendly total rewards package
Inclusive environment with benefits that meet the diverse needs of employees
Opportunities for professional development and growth

Working Hours: Full-time, 40 hours per week, with flexible hours to accommodate customer needs and maintenance windows

📝 Enhancement Note: Salary and benefits information is based on market research and company size. Actual compensation may vary based on individual qualifications and experience.

🎯 Team & Company Context

Company Culture:

KLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem
Focuses on innovation and invests 15% of sales back into R&D
Offers an inclusive environment with a focus on customer satisfaction and operational excellence

Team Structure:

Part of the Product Support Organization (PSO)
Collaborates with marketing, development engineering, logistics, and field service teams
Works with customers in the US, Asia, and Europe

Development Methodology:

Agile/Scrum methodologies and sprint planning for technical support and troubleshooting
Code review, testing, and quality assurance practices for technical service procedures
Deployment strategies, CI/CD pipelines, and server management for KLA's products

Company Website: KLA

📝 Enhancement Note: KLA's focus on innovation and customer satisfaction creates an environment where technical support engineers can grow and make a significant impact on the company's success.

📈 Career & Growth Analysis

Technical Support Engineer Career Level: Mid-level role responsible for troubleshooting complex technical issues and providing solutions to customers. This role requires strong technical skills, problem-solving abilities, and effective communication.

Reporting Structure: Reports to the Technical Support Manager within the Product Support Organization (PSO). Collaborates with marketing, development engineering, logistics, and field service teams.

Technical Impact: Technical support engineers play a crucial role in maintaining customer satisfaction and ensuring the smooth operation of KLA's products. They identify and resolve technical issues, standardize solutions, and contribute to the continuous improvement of KLA's products and services.

Growth Opportunities:

Technical Specialist: Develop deep expertise in specific areas of KLA's products and become a go-to resource for technical support and troubleshooting.
Team Lead/Manager: Lead a team of technical support engineers, mentoring and coaching team members to develop their skills and careers.
Product Manager: Transition into a product management role, focusing on customer needs and driving product development and improvement.

📝 Enhancement Note: KLA offers opportunities for professional growth and development, with clear paths for career progression in technical support and related fields.

🌐 Work Environment

Office Type: On-site, with flexible hours to accommodate customer needs and maintenance windows.

Office Location(s): Hsinchu, Taiwan

Workspace Context:

Collaborative workspace with cross-functional teams, including marketing, development engineering, logistics, and field service teams
Access to relevant tools, software, and resources for troubleshooting and technical support
Opportunities for knowledge sharing, technical mentoring, and continuous learning

Work Schedule: Full-time, 40 hours per week, with flexible hours to accommodate customer needs and maintenance windows

📝 Enhancement Note: KLA's on-site work environment fosters collaboration and knowledge sharing, enabling technical support engineers to work effectively with cross-functional teams and customers.

📄 Application & Technical Interview Process

Interview Process:

Phone/Skype Screen: Technical assessment of troubleshooting skills, problem-solving abilities, and communication skills.
On-site Interview: In-depth technical assessment, including case studies and hands-on exercises related to KLA's products and systems. Assessment of cultural fit and team dynamics.
Final Interview: Review of technical assessment, discussion of career goals, and final Q&A with hiring manager.

Portfolio Review Tips:

Highlight experience in troubleshooting complex technical issues and providing solutions
Include examples of technical reports or documentation showcasing strong communication skills
Demonstrate understanding of KLA's products and systems, as well as relevant industry trends and best practices

Technical Challenge Preparation:

Brush up on troubleshooting skills and problem-solving abilities
Review KLA's products and systems, as well as relevant industry trends and best practices
Prepare for hands-on exercises and case studies related to KLA's products and systems

ATS Keywords: Technical Support, Troubleshooting, Optical Systems, Electromechanical Systems, Data Analysis, Communication, Problem Solving, Collaboration, Customer Satisfaction, Documentation, Engineering Knowledge, Service Procedures, Multi-Disciplinary Teams, System Performance, Best-Known Methods, Operational Excellence, Semiconductor Capital Equipment, Technical Support Engineer

📝 Enhancement Note: KLA's interview process focuses on assessing technical skills, problem-solving abilities, and cultural fit. Candidates should prepare thoroughly and demonstrate a strong understanding of KLA's products and systems, as well as relevant industry trends and best practices.

🛠 Technology Stack & Web Infrastructure

Troubleshooting Tools:

KLA's proprietary tools and software for analyzing inspection reports, system log files, system parametric diagnostic data, and other test results
Data analysis and visualization tools for identifying sources of systematic issues
Collaboration tools for working with cross-functional teams and customers

KLA Products & Systems:

Optical and electromechanical systems, including optics, electronics, mechanical, and pneumatic components, software, and algorithms
Semiconductor capital equipment, including wafer and reticle inspection, metrology, and cleaning systems

📝 Enhancement Note: Technical support engineers should be familiar with KLA's products and systems, as well as relevant industry trends and best practices.

👥 Team Culture & Values

KLA Values:

Innovation: KLA focuses on innovation and invests 15% of sales back into R&D
Customer Satisfaction: KLA prioritizes customer satisfaction and operational excellence
Collaboration: KLA fosters a collaborative work environment, with cross-functional teams working together to drive success
Integrity: KLA upholds the highest ethical standards and conducts business with integrity

Collaboration Style:

Cross-functional integration between technical support, marketing, development engineering, logistics, and field service teams
Code review culture and peer programming practices for technical service procedures
Knowledge sharing, technical mentoring, and continuous learning opportunities

📝 Enhancement Note: KLA's culture of innovation, customer satisfaction, collaboration, and integrity creates an environment where technical support engineers can thrive and make a significant impact on the company's success.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Troubleshooting complex technical issues and providing solutions to customers
Analyzing data and logs to identify sources of systematic issues, including technical, process, facilities, and user errors
Standardizing solutions that will benefit all customers, including defining the best-known methods (BKM)

Learning & Development Opportunities:

Technical Skill Development: Develop expertise in KLA's products and systems, as well as relevant industry trends and best practices
Conference Attendance: Attend industry conferences and events to stay up-to-date on the latest trends and best practices in technical support and troubleshooting
Certification: Pursue relevant certifications to demonstrate expertise and commitment to professional development
Technical Mentoring: Seek mentorship from experienced technical support engineers and other team members to develop skills and advance career goals

📝 Enhancement Note: KLA offers opportunities for professional growth and development, with a focus on technical skill development and continuous learning.

💡 Interview Preparation

Technical Questions:

Troubleshooting Scenarios: Describe a complex technical issue you've faced and how you resolved it. What steps did you take to diagnose the problem, and what solutions did you implement?
Data Analysis: Explain how you've used data analysis to identify sources of systematic issues and provide solutions. What tools and techniques have you used, and what were the outcomes?
Collaboration: Describe a time when you worked with a cross-functional team to resolve a complex technical issue. What was the outcome, and what did you learn from the experience?

Company & Culture Questions:

KLA Products: How familiar are you with KLA's products and systems? What specific features or functionalities have you worked with, and how have you used them to troubleshoot technical issues?
Industry Trends: What industry trends or best practices have you observed in technical support and troubleshooting? How have you applied them in your previous roles?
Customer Satisfaction: How do you ensure customer satisfaction when working on complex technical issues? What strategies have you used to exceed customer expectations?

Portfolio Presentation Strategy:

Troubleshooting Case Studies: Prepare case studies showcasing your experience in troubleshooting complex technical issues and providing solutions. Highlight your problem-solving skills, data analysis abilities, and communication skills.
Technical Documentation: Include examples of technical reports or documentation demonstrating your strong communication skills and ability to provide clear and concise solutions to technical issues.
Customer Testimonials: If available, include testimonials from customers or colleagues highlighting your expertise in technical support and troubleshooting.

📝 Enhancement Note: KLA's interview process focuses on assessing technical skills, problem-solving abilities, and cultural fit. Candidates should prepare thoroughly and demonstrate a strong understanding of KLA's products and systems, as well as relevant industry trends and best practices.

📌 Application Steps

To apply for this Technical Support Engineer position:

Update Your Resume: Highlight your experience in technical support and troubleshooting, as well as any relevant experience with KLA's products or similar semiconductor capital equipment. Include any relevant certifications or training.
Prepare Your Portfolio: Showcase your experience in troubleshooting complex technical issues and providing solutions. Include examples of technical reports or documentation, as well as any customer testimonials or case studies.
Research KLA: Familiarize yourself with KLA's products and systems, as well as the company's culture and values. Prepare for interview questions related to KLA's products, industry trends, and customer satisfaction.
Prepare for Technical Assessment: Brush up on your troubleshooting skills and problem-solving abilities. Review KLA's products and systems, as well as relevant industry trends and best practices. Prepare for hands-on exercises and case studies related to KLA's products and systems.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and technical support industry-standard assumptions. All details should be verified directly with KLA before making application decisions.

Technical Support Engineer