Tech Support Manager, Servers

KLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem. Virtually every electronic device in the world is produced using our technologies. No laptop, smartphone, wearable device, voice-controlled gadget, flexible screen, VR device or smart car would have made it into your hands without us. KLA invents systems and solutions for the manufacturing of wafers and reticles, integrated circuits, packaging, printed circuit boards and flat panel displays. The innovative ideas and devices that are advancing humanity all begin with inspiration, research and development. KLA focuses more than average on innovation and we invest 15% of sales back into R&D. Our expert teams of physicists, engineers, data scientists and problem-solvers work together with the world’s leading technology providers to accelerate the delivery of tomorrow’s electronic devices. Life here is exciting and our teams thrive on tackling really hard problems. There is never a dull moment with us.

The KLA Services team headquartered in Milpitas, CA is our service organization that consists of Service Sales and Marketing, Spares Supply Chain management, Field Operations, Engineering, Product Training, and Technical Support. The KLA Services organization partners with our field teams and customers in all business sectors to maintain the high performance and productivity of our products through a flexible portfolio of services. Our comprehensive services include: proactive management of tools to identify and improve performance; expertise in optics, image processing and motion control with worldwide service engineers, 24/7 technical support teams and knowledge management systems; and an extensive parts network to ensure worldwide availability of parts.

Job Description/Preferred Qualifications

Key Responsibilities:

• Technical Support: Supervise the resolution of complex technical issues related to KLA server products, ensuring timely and effective solutions are provided to customers.
• Escalation Management: Handle complex customer issues, ensuring prompt resolution and effective communication with key partners, including but not limited to local services teams spread globally.
• Team Leadership: Manage and mentor a team of tech support engineers, providing guidance, training, and performance evaluations to ensure a high level of technical expertise and customer service.
• Collaboration: Work closely with product engineering, and division engineering teams to capture the lessons learned from the server escalations, and incorporate serviceability and supportability enhancements into the products.
• Continuous Improvement: Stay updated with the latest industry trends, technologies, and standard methodologies to continuously improve the support process and team's technical capabilities.

Preferred Qualifications:

• Technical Expertise: In-depth knowledge of Linux (SuSE, RedHat, CentOS, Ubuntu), system administration.
• Configuration Management: Familiarity with configuration management tools such as Salt, Chef, Puppet, or similar.
• Networking: Strong understanding of TCP/IP fundamentals and protocols (DNS, DHCP, HTTP, LDAP, SMTP).
• Containerization: Experience with containerization technologies (Docker) and orchestration platforms (Kubernetes).
• Scripting: Proficiency in Shell and Python scripting for automation and efficiency improvements.
• Cloud Computing: Familiarity with cloud platforms and services (AWS, Azure) is a plus.
• Problem-Solving: Excellent problem-solving skills with a passion for diagnosing and resolving complex technical issues.
• Communication: Strong communication and collaboration skills, with the ability to work effectively in a team environment.
• Organizational Skills: Excellent organizational and time management skills, with the ability to prioritize and multitask effectively.
• Adaptability: Continuous learning approach and the ability to adapt to new technologies and tools in a fast-paced industry.
• Experience: Demonstrated experience in technical support, team management, and working with orchestration platforms, configuration management, and server networking.

Minimum Qualifications

Experience: Minimum of 1-3 years of experience working with orchestration platforms, configuration management, server networking. IT experience is a plus

We offer a competitive, family friendly total rewards package. We design our programs to reflect our commitment to an inclusive environment, while ensuring we provide benefits that meet the diverse needs of our employees.

KLA is proud to be an equal opportunity employer

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