Senior Software Engineer, Customer Escalations - Milpitas, CA, United States

Originally posted 20 August 2026 by the employer.

Support Surfscan product lines and address customer escalations for wafer surface quality and defect inspection tools.

About the role

This role involves leading senior-level software sustaining, continuous improvement, and escalation resolution for Surfscan product lines, with ownership for improving product reliability, customer uptime, release quality, and long-term serviceability.

What you'll do

• Lead senior-level software sustaining, continuous improvement, and escalation resolution for Surfscan product lines.
• Act as the senior technical owner for complex field issues by triaging customer problems, reproducing use cases, leading root-cause analysis, coordinating corrective actions, and ensuring closure with clear technical documentation.
• Provide senior technical leadership across multi-site engineering teams in the U.S. and India, Product Support, Marketing, Applications, Systems Engineering, and Service teams to resolve escalations and deliver robust customer-focused solutions.
• Coordinate closely with the CIP and Escalation teams in India to align priorities, share technical findings, track ownership, and drive timely customer issue resolution across a global team.
• Define and influence validation strategies, regression automation, test effectiveness, diagnostics, and release evidence practices in partnership with development and test teams.
• Analyze customer issue trends, identify systemic gaps, and recommend process, tooling, diagnostics, logging, and automation improvements.

What you'll need

• 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.

Nice to have

• 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.
• Familiarity with Surfscan platforms, SPx, SP8/SP8 XP, or related product families.