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Formfactor is a product design school in Russia serving aspiring and experienced designers through education, career consulting, and recruitment-focused programs. Its offering includes career consultations, skills assessments, tailored learning plans, and separate tracks for skills development and job placement, including an employment-guarantee option described by the organization. Formfactor also supports a broad designer community and helps learners build or advance careers in product design.
Director of Technical Support Engineering - California Remote
Lead FormFactor’s global technical support engineering function for semiconductor test and measurement products. Own escalations, service readiness, reliability, training, and worldwide customer issue resolution.
United States
California$192,400 – $252,525 / year
RemoteFull-timeLeadEnglish RequiredSupport EngineerDescription
- Lead the global Technical Support Engineering organization across all product lines
- Build and manage a structured, multi-tier technical escalation process
- Own executive-level customer escalations and systemic product performance issues
- Direct root-cause investigations and corrective actions to reduce customer downtime
- Set service engineering standards, troubleshooting practices, and operational methods
- Maintain expertise spanning hardware, software, applications, and manufacturing processes
- Oversee advanced troubleshooting, failure analysis, and corrective action initiatives
- Connect Service, Engineering, Manufacturing, and Product Management on technical matters
- Improve product reliability, serviceability, and the overall customer experience
- Create regional support strategies for product deployments worldwide
- Standardize technical practices across support, repair, and partner organizations
- Develop troubleshooting procedures, service documentation, and repair methods
- Establish service qualification requirements before field deployment
- Coordinate knowledge transfer and capability building with field service leadership
- Lead the global technical training and certification strategy
- Define technical competency frameworks and career development paths
- Develop knowledge management systems and technical documentation infrastructure
- Set and track technical support performance indicators
- Lead improvement programs targeting quality, efficiency, and customer experience
- Use operational data, customer feedback, and performance metrics to prioritize improvements
- Recruit, coach, and develop global Technical Support Engineers and subject matter experts
- Promote a customer-centered, collaborative, and accountable team culture
- Plan succession and develop technical talent across the organization
- Lead cross-functional programs that strengthen organizational performance and customer outcomes
Requirements
- At least 12 years of relevant leadership experience with a bachelor’s degree, 10 years with a master’s degree, 8 years with a PhD, or equivalent experience
- Degree in electrical engineering, mechanical engineering, physics, semiconductor engineering, or a related technical field
- Background in technical engineering, customer support, field service, semiconductor equipment, or a related area
- Experience managing technical engineering or support organizations
- Track record leading global technical teams in complex, customer-facing environments
- Knowledge of semiconductor manufacturing, testing, measurement, wafer probing, or adjacent semiconductor capital equipment markets
- Experience supporting products from new product introduction through sustaining engineering and end of life
- Advanced capability in troubleshooting and root-cause analysis
- Experience with product lifecycle management
- Experience with failure analysis and FMEA
- Knowledge of service readiness and Design for Serviceability methods
- Experience managing technical escalations
- Familiarity with reliability engineering and continuous improvement tools
- Strong understanding of quality systems and customer support operations
- Customer-first mindset with a commitment to service excellence
- Strategic judgment paired with disciplined operational execution
- Demonstrated ownership of business outcomes and accountability for results
- Ability to lead and align global teams through influence
- Excellent communication and executive presentation skills
- Ability to develop and motivate high-performing technical teams
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Disability coverage
- 401(k) with company match
- Employee stock purchase plan (ESPP)
- Paid time off
- Quarterly profit-sharing bonuses
- Flexible spending or savings accounts
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