Principal Technical Support Engineer

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.
• Travel Requirements:
  Up to 50% of Travel is required.

• 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.

• 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.