Sr Technical Support Engineer

About the role

Forming Our Future together

FormFactor, Inc. (NASDAQ: FORM), is a leading provider of essential test and measurement technologies along the full semiconductor product life cycle - from characterization, modeling, reliability, and design de-bug, to qualification and production test. Semiconductor companies rely upon FormFactor's products and services to accelerate profitability by optimizing device performance and advancing yield knowledge. The company serves customers through its network of facilities in Asia, Europe, and North America.

Rooted in our core values - Focus on the Customer, Ownership & Accountability, Respectfully & Effectively Communicate, and Motivate & Develop People - we foster an environment where diverse perspectives are not only welcomed but celebrated. Everyone can make an impact here. Whether it's improving products, supporting customers, or positively influencing peers and the community, the contributions of our people matter.

Shift: The regular hours for this position are day shift.

About the role

The Sr Technical Support Engineer serves as an experienced technical resource for cryogenic chip-scale probe stations used for advanced semiconductor and quantum device characterization.

Working independently on complex assignments with limited guidance, this role leads the diagnosis and resolution of system-level problems involving cryogenic, vacuum, electrical, mechanical, motion-control, instrumentation, computer, and software subsystems.

The engineer owns critical technical escalations, partners with field service, applications, product support, manufacturing, and design engineering to identify root causes, and influences product reliability, serviceability, troubleshooting methods, and customer outcomes.

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.