Sr Technical Support Engineer

FormFactor, Inc. is hiring a Sr Technical Support Engineer to serve as an experienced technical resource for cryogenic chip-scale probe stations used in advanced semiconductor and quantum device characterization. Based in Boulder, CO (onsite), this role focuses on independent diagnosis and resolution of complex, system-level issues, leading escalations when standard troubleshooting does not resolve the problem.

As a senior support partner across field and engineering teams, you will investigate ambiguous failures, validate corrective actions, and strengthen reliability, serviceability, and troubleshooting outcomes for customers. You will also help shape improvements to documentation, diagnostic methods, and field guidance based on what you learn from real deployments.

Responsibilities

• Act as a senior escalation resource for field engineers, technicians, applications personnel, product support, and customers when first-line escalation processes fail to resolve an issue.
• Independently diagnose and resolve complex, ambiguous, system-level problems spanning cryogenic refrigeration, vacuum systems, thermal interfaces, precision motion, probe positioning, electrical controls, sensors, instrumentation, computer hardware, system software, and network connectivity.
• Perform advanced root-cause and failure analysis using equipment logs, alarm histories, test data, schematics, drawings, bills of material, service records, experiments, and subsystem diagnostics; define and validate corrective actions.
• Lead complex remote and on-site troubleshooting by setting a diagnostic strategy, assessing technical and customer risk, and determining whether replacement, engineering intervention, containment, or broader corrective action is required.
• Provide technical support for installations, configurations, calibrations, acceptance tests, upgrades, recovery efforts, and customer training for cryogenic chip-scale probe stations.
• Own technical documentation for critical escalations, including problem definition, diagnostic strategy, test results, root-cause conclusions, risk assessment, corrective actions, and final resolution.
• Identify systemic design, reliability, maintainability, and software issues; translate field evidence into engineering requirements and influence corrective-action priorities and product decisions.
• Collaborate with design engineering, software engineering, manufacturing, quality, applications, and service teams to reproduce complex issues, lead technical reviews, validate corrective actions, and drive service guidance implementation.
• Develop advanced troubleshooting methodologies, diagnostic tools, service procedures, knowledge articles, work instructions, and training materials to improve support effectiveness and consistency.
• Model effective handling and diagnostic practices for precision components, samples, cables, probes, and vacuum hardware in line with safety, electrostatic discharge, cleanliness, and contamination-control requirements.
• Maintain flexibility for domestic or international travel to support installations, escalations, or customer needs.

Requirements

• Bachelor’s degree with a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience.

Technologies

• Salesforce Field Service Lightning

Benefits

• Medical, Dental, Vision
• EAP
• Short-term and long-term disability
• Life insurance
• Flexible spending and savings accounts
• 401(k)
• ESPP
• Paid time off

Pay Range

• USD 75,000 - 99,000 per year (Boulder, Colorado), depending on experience, skills, and background.
• Pay may vary in other locations.

Shift

• Day shift