Delve Search - Global Search Consultants · 19 hours ago
Technical Support Manager
Boston, MA
Full-time
Onsite
Mid, Senior Level
$120K/yr - $150K/yr
5+ years expDelve Search is a global provider of advanced semiconductor inspection and process control systems, seeking a Technical Support Manager to lead a team of Technical Product Support Engineers. This role is responsible for overseeing expert-level escalation support, ensuring rapid issue resolution, and driving continuous improvement of support processes.
Staffing & Recruiting
Hiring Manager
Jamie Rafferty
Responsibilities
Lead, mentor, and develop a team of Technical Product Support Engineers providing advanced-level support for semiconductor equipment
Own the technical escalation process, ensuring complex hardware and system-level issues are handled with structure, urgency, and clear accountability
Review and guide technical decisions, troubleshooting approaches, and field action plans before they are communicated to customers or service teams
Ensure consistent, high-quality technical communication to both internal stakeholders and external customers
Oversee expert hardware and system-level support for the global installed base, delivered remotely and, when required, on-site at customer locations
Ensure root cause analysis is performed thoroughly and corrective actions are clearly defined and documented
Support and, when necessary, participate in on-site service activities to maintain strong technical credibility and real-world tool knowledge
Ensure support readiness across cleanroom environments and compliance with site-specific safety requirements
Drive continuous improvement of technical documentation, including troubleshooting guides, service manuals, and escalation workflows
Ensure field-discovered quality and reliability issues are effectively communicated to design and engineering teams
Oversee on-the-job technical training and mentoring of Field Service Engineers in collaboration with service leadership
Support documentation development, qualification criteria, and support readiness during New Product Introduction (NPI)
Act as a key service and support voice in product design reviews, validation testing, and NPI activities
Partner closely with Engineering, Manufacturing, Quality, and Field Service to ensure smooth product transitions into volume support
Use support data and field feedback to identify systemic issues and influence product and process improvements
Qualification
Required
Strong background in semiconductor capital equipment support with deep system-level troubleshooting capability
Experience working across hardware, electronics, diagnostics, and PC-based control systems
Proven ability to interpret complex technical issues and translate them into clear plans of action
Bachelor's degree in Electronics, Electrical Engineering, or a related technical discipline (or equivalent military technical experience)
Minimum 5+ years of experience in field service or technical product support within a high-tech or semiconductor environment
Proficient with Microsoft Office and standard PC-based diagnostic environments
Excellent written and verbal communication skills
Willingness to travel up to 50%, both domestically and internationally, depending on business needs
Ability to meet visa and site access requirements
Regular work supporting cleanroom environments, including extended periods in stationary positions, accessing serviceable areas of complex tools, and handling components or diagnostic equipment weighing up to 50 lbs
Benefits
Annual performance-based bonus and eligibility for long-term incentive programs.
Comprehensive benefits package including medical, dental, vision, life and disability insurance, paid time off, retirement plan with employer contribution, and wellness initiatives.
Collaborative, inclusive culture that values technical excellence, accountability, and continuous improvement.
Company
Delve Search - Global Search Consultants
At Delve, we connect ambitious businesses with exceptional talent in engineering, life science, and semiconductors.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase