Global Product Support Engineer I – Entry Level

About the role

As a Global Product Support (GPS) Engineer I, you will work under senior engineers to support customer issues, fleet performance and product improvement programs for semiconductor equipment. The role provides hands‑on experience in troubleshooting, data analysis and liaison between customers, field teams and engineering.

Key responsibilities

• Serve as primary technical support for assigned customer accounts, handling escalations, fleet performance, installations, upgrades and improvement programs.
• Act as liaison between customers, field teams and engineering, providing guidance and documentation for diagnosing and repairing equipment.
• Support Alpha and Beta site activities, including installation, calibration, testing and validation of new hardware, software and process designs.
• Participate in Engineering Change Order (ECO) reviews and ensure solutions are validated and communicated.
• Generate, analyze and present system performance data such as MTBF, MTBI and overall availability.
• Contribute to technical documentation, customer engineering notices, best known methods and upgrade guides.

Required profile

• Associate or Bachelor’s degree in Mechanical, Electrical, Chemical Engineering or related discipline; GPA ≥3.0 preferred.
• Strong analytical and problem‑solving abilities with capacity to troubleshoot complex technical issues.
• Ability to manage multiple assignments and prioritize work in a dynamic support environment.
• Effective written and verbal communication skills for presenting technical information.
• Experience with semiconductor capital equipment, field service or manufacturing operations is a plus.

Required skills

• Semiconductor equipment troubleshooting
• System performance data analysis (MTBF, MTBI)
• Technical documentation creation
• Engineering Change Order (ECO) review process

What we offer

• Salary range $70,000 – $95,500 per year.
• Full‑time, on‑site position in Gloucester, MA.
• Comprehensive benefits package, bonus and stock award opportunities.
• Supportive culture encouraging learning, development and career growth.