Key Responsibilities
Serve as a senior technical escalation resource for field engineers, technicians, applications personnel, product support teams, and customers when standard troubleshooting and first-line escalation processes have not resolved the issue.
Independently diagnose and resolve complex, ambiguous, and system-level problems involving cryogenic refrigeration, vacuum systems, thermal interfaces, precision motion, probe positioning, electrical controls, sensors, instrumentation, computer hardware, system software, and network connectivity.
Support advanced root-cause and failure analysis using equipment logs, alarm histories, test data, schematics, drawings, bills of material, service records, experiments, and subsystem-level diagnostics; define and validate corrective actions.
Handle complex remote and on-site troubleshooting, establish diagnostic strategy, assess technical and customer risk, and determine when part replacement, engineering intervention, containment, or broader corrective action is required.
Assist technically complex system 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 actionable engineering requirements and influence corrective-action priorities and product decisions.
Partner with design engineering, software engineering, manufacturing, quality, applications, and service teams to reproduce complex issues, lead technical reviews, validate corrective actions, and drive implementation of service guidance.
Develop advanced troubleshooting methodologies, diagnostic tools, service procedures, knowledge articles, work instructions, and training materials that improve support effectiveness and consistency.
Establish and model effective handling and diagnostic practices for precision components, samples, cables, probes, and vacuum hardware in accordance with safety, electrostatic discharge, cleanliness, and contamination-control requirements.
Domestic or international travel and schedule flexibility may be required to support installations, escalations, or customer needs.
Pay Range Explained
This role in Boulder, Colorado pays between $75,000 and $99,000 per year, depending on your experience, skills, and background. Pay may vary in other locations.
Skills
Cryocoolers, Cryogenics, Customer Support Training, Customer Technical Support, Detail-Oriented, Industrial Maintenance, Interpersonal Communication, Salesforce Field Service Lightning, Technical Problem-Solving
Education & Experience
Bachelor’s degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience | Required
FormFactor Benefits
Benefits offered for this role include medical, dental, vision, EAP, short-term and long-term disability, life insurance, flexible spending and savings accounts, 401(k), ESPP and paid time off.
Equal Employment Opportunity Statement
FormFactor is an equal opportunity employer. FormFactor complies with all national, state, and local laws that seek to promote equal opportunities for any applicant or employee without regard to age, race, color, gender, gender identity/expression, national origin, sexual orientation, religion, disability, marital status, pregnancy or related condition, military service, or any other legally protected characteristics. These protections apply to all aspects of employment, including but not limited to, recruitment, hiring, training, promotions, and compensation.
For roles that are designated as remote-eligible, employees cannot be located in: AL, AK, AR, DE, GA, HI, IL, IA, LA, ME, MD, MS, MO, NE, NV, NJ, NM, ND, OK, PA, RI, SC, SD, TN, WV, WI, WY. This list is continuously evolving and being updated, please check back with us if the state you live in is on the exclusion list. A role is remote-eligible only when it is listed as "Remote" in the job location.
