USA Customer Support Engineer - West Coast

Would you like to be instrumental in enabling the next generation of semi-conductors?

Are you a West Coast based Customer Support Engineer who can provide field service engineering for after-sales customers and technical support for internal customers to ensure that products are maintained to meet internal and external customer requirements? Do you have experience of maintaining and fault finding complex electromechanical systems to support customers?  Do you thrive when building and maintaining relationships with customers? Are you an energetic problem solver who can provide a technical resolution for complex service issues for our customers?

Do you enjoy global travel?

If this sounds like you, read on….

Reward and Benefits: 

• Salary range: $85,000 – $135,000 base salary, depending on experience, skills, and location, plus a full US benefits package
• 20 days leave

Our HQ, based in Abingdon, Oxford, UK, is home to a high calibre team of 100 plus people and we are growing fast. We are backed by global financial and industry investors including Applied Ventures, the strategic venture arm of the industry leading equipment company. We are expanding rapidly which means we need support engineers across the globe.

A typical week for a Customer Support Engineer could look like this:

• This is a field based role where you will be predominantly working at customer sites on the West Coast installing products, carrying out preventative maintenance tasks and troubleshooting
• Providing support both remotely and on-site, carrying out maintenance, checking performance, hunting down faults, repairing issues, and fitting product upgrades
• Training, mentoring, and coaching distributor service teams so they’re confident and capable as the team grows
• Accountability for product performance and up‑time across all locations
• Providing regular reporting on system performance and maintenance requirements
• Building solid relationships with customers, constantly gathering their feedback and priorities

 Who we are looking for:

To succeed as a Customer Support Engineer, we do need you to have the following skills and experience:

• Supporting the installation and technical support of products and systems
• Monitoring product performance and uptime, helping ensure systems run reliably
• Proactively engaging with customers to understand issues and support effective, timely resolutions
• Collaborating with Production to support and continuously improve the build, test, and commissioning of new and existing products
• Contributing to the ongoing development of the Technical Support function, helping it scale alongside company growth and evolving customer needs

Nice to have:

• Collaborating with multi-disciplinary teams in a scale up arena
• Working with optical systems including lasers and fibres; electronics; electro-mechanics would be an advantage
• Handling systems with high voltages and LASERs safely
• Software experience
• Setting up network/ host user environment

Education / Qualifications: 

Either an Engineering or Physics degree or similar, or a clear equivalent path through relevant apprenticeship or accumulated experience. 

We look for these attributes for our team:

• Self-management: Able to work independently, setting priorities for own work based upon the company goals and targets
• Teamwork: Engages with other members of the company to bring the best solutions to the problem. Recognise the value that fellow company members bring to enhance own abilities. Supports colleagues with their tasks when critical to the company goals
• Impact and Influence: Establishes themselves as the knowledge centre in their own field
• Ownership & Initiative: React and address both short- and medium-term issues and proactively takes action to solve them
• Results Orientation: Focus on the company goal, avoid distraction, making timely decisions to achieve the target

A bit about us: 

Infinitesima is a privately owned company founded in 2001, as a spin-out of the University of Bristol, by CTO Professor Andrew Humphris. Our dynamic team of scientists and engineers is focussed on enabling the next generation of semiconductor devices through delivery of innovative products to customers around the world. 

Our strength lies in the varied perspectives that come from different cultures, experiences, and identities. We believe that true innovation is fuelled by collaboration, locally and globally. We strive to foster an environment where everyone can contribute meaningfully and thrive. If you require adjustments to take part in the recruitment process, please let us know, we’ll do our best to support you.

Note to recruitment agencies: Infinitesima Ltd only works with approved agencies and does not accept unsolicited agency CVs. Please do not submit candidate details in response to this advert, or to any Infinitesima Ltd employees. Infinitesima Ltd is not responsible for any fees related to unsolicited CVs.

A note on how we run interviews:
We use AI only to transcribe our interviews so we can focus fully on you instead of scribbling notes. The AI does not take part in any decision making at any stage. All hiring decisions are made by real humans based on the conversation we have with you.