L3 Production Support Engineer

Role description

Who we are:

At UST, we help the world’s best organizations grow and succeed through transformation. Bringing together the right talent, tools, and ideas, we work with our client to co-create lasting change. Together, with over 30,000 employees in 30+ countries, we build for boundless impact—touching billions of lives in the process. Visit us at .

Job Description

What’s in it for you?

Provide SW Support for our products installed at customer sites around the world, working with global support functions, R&D, HW, and Application teams to make sure our tools function as designed. This is a great opportunity to work with the leaders in the semiconductor industry, who constantly pushes the limits of technology that needs knowledge of SW, HW, and Computing.

What you'll be doing:

• Function as a technical support Tier for SW issues

• Contain all field SW escalations that don’t require code changes.

• Independently resolve customer complex issues by analyzing product and system/computing issues (SW, IT, databases)

• Provide troubleshooting plans and technical solutions to field and Tiel-1 Tier-2 teams.

• Reproduce customer issues on internal systems. Perform Root Cause Analysis.

• Proactively identify points of failure and drive for resolution.

• Involvement in new SW development

• Take part in SW development road map milestones, new features reviews, and customer demos.

• Provide support-related inputs to be included in the next versions.

• Participate in new products introduction.

• On-site Projects:

• Perform new installations/SW upgrades.

• Troubleshoot complex cases and support local teams.

• Support Infrastructure:

• Develop training programs for field engineers and end users.

• Proactively drive support-related feature developments within the team.

• Initiate Support-related Specs, improvements, utilities and Document solutions, procedures, best-known methods

• Customer Experience:

• Collect end-suer pain points and work on solutions.

• Develop in-house utilities, and tools, and work with the DevOps team to implement the same ideas, that enhance customer experience.

What should you have?

• Self-Learning capability and passion to learn new technology.

• At least 5 years’ experience in Technical Support or a position of like Tier 3

• Proven experience in learning and understanding multi-disciplinary, large-scale systems

• Willingness to work off hours and weekends and willingness to travel up to 20%

• Excellent English – verbal and written

• Proven experience with Microsoft \Linux operating systems.

What we believe:

We’re proud to embrace the same values that have shaped UST since the beginning. Since day one, we’ve been building enduring relationships and a culture of integrity. And today, it's those same values that are inspiring us to encourage innovation from everyone, to champion diversity and inclusion and to place people at the centre of everything we do.

Humility:

We will listen, learn, be empathetic and help selflessly in our interactions with everyone.

Humanity:

Through business, we will better the lives of those less fortunate than ourselves.

Integrity:

We honour our commitments and act with responsibility in all our relationships.

Equal Employment Opportunity Statement

UST is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion, or sexual orientation.

All employment decisions shall be made without regard to age, race, creed, colour, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.

• To support and promote the values of UST.

• Comply with all Company policies and procedures

Skills

L3/Production support, RCA, Azure, DevOps

About UST
UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.