Principal Technical Support Engineer

Overview

A Day in Your Life at MKS:
As a Principal Technical Support Engineer, you will partner with the Engineering team to provide expert-level technical support to customers, resolving complex technical issues related to company products or services. In this role, you will report to the Sr Manager, Engineering.

• Handle escalated technical issues by collaborating with cross-functional teams while directly engaging with customers to understand, diagnose, and resolve complex technical problems with timely, effective solutions.
• Contribute to the creation and maintenance of technical documentation, knowledge base articles, and support tools.
• Mentor and coach junior technical support engineers while sharing knowledge and best practices across the team to strengthen technical troubleshooting skills, customer interaction, and overall team capability.
• Monitor and report on technical support metrics, including ticket resolution time, customer satisfaction, and issue escalation rates.
• Identify opportunities for process improvement in technical support operations.
• Ensure adherence to quality standards, service level agreements (SLAs), and regulatory requirements.

• Bachelor’s Degree OR 4 years of related experience.
• 8+ years of related experience in service engineering or a similar technical support role.

• Experience working with B2B (business to business) capital equipment or similarly complex systems.
• Experience working in semiconductor, PCB, or similar industries.

Travel Requirements:
Up to 50% travel is required.

• Perform activities such as sitting, standing, or typing for extended periods of time.
• Ability to remain in a stationary position for 25% of the time.
• Must be able to communicate information and ideas so others will understand.
• Must be able to exchange accurate information.
• Operates in a professional office and/or laboratory/manufacturing environment.
• Constantly operates a computer and other office productivity machinery.
• Ability to observe documents and details at close range (within a few feet of the observer).
• Noise level in the work environment is usually average.

Beaverton

Full-time

MKS Inc.