Job Summary
Join a dynamic team at the forefront of Augmented & Virtual Reality (AR/VR)
optics & metrology innovation. You’ll have the opportunity to make a significant impact by working directly with our customers worldwide and collaborating on groundbreaking
technologies that will shape the next generation of AR/VR tech at a consumer scale.
At Gamma Scientific, we enable the AR/VR wearable device industry by supplying a wide range of advanced optical test solutions that measure AR/VR device quality and predict end-user experience. To fulfil this growing responsibility, we are seeking an experienced Technical Support Engineer to assist our expert customers testing AR/VR devices in both R&D and manufacturing environments. This role requires deep technical expertise in optical and systems engineering, including hardware and software integration, along with a proven ability to support large technical teams successfully.
In this role, you will serve as a technical product expert and work closely with customers to support their specific use cases. The ideal candidate will collaborate effectively with internal and external stakeholders to deliver exceptional technical service and support, ensuring successful integration and optimization of our products.
Duties & Responsibilities
- Serve as a technical product expert
- Lead new system deployments and system bring-up. Ensure successful installation and technical acceptance meeting customer/project expectations.
- Provide comprehensive product training to customers and support staff. (levels:
basic through advanced). - Provide clear guidance on system maintenance, recalibration, repairs, and software updates, minimizing system downtime and ensure reliable field operation.
- Serve as the primary technical contact for customers experiencing system issues. Use creative and innovative thinking to promptly troubleshoot & resolve technical problems.
- Work closely with customers for proper failure and root cause analysis. Escalate any complex issues to internal engineering teams when necessary, guiding them through resolution and corrective actions.
- Maintain a strong customer focus, ensuring excellent service and technical support at all times.
- Document and analyze common issues to improve support efficiency and enhance future product reliability.
- Develop and maintain troubleshooting guides, FAQs, and technical support documentation to assist customers and internal teams.
- Participate in internal system testing & QA. Develop test plans with focus on customer/project requirements.
- Willingness to travel up to 50% to customer sites for installation, maintenance, and hands-on technical support.
Required Skills
- 3+ years of proven experience in technical support, field service, or troubleshooting complex optical, electronic or automation systems.
- Strong understanding of camera/imaging systems, instrumentation, hardware
integration and statistical data analysis. - Ability to analyze and explain system behavior through a meticulous experimentation & troubleshooting process.
- Strong problem-solving and troubleshooting skills in fast-paced, high-pressure
environments. - Knowledge of system validation tools and automated software functional and regression tests.
- Adept at basic hardware and electrical tools for system diagnostics/ assembly/
disassembly. - Excellent communication skills, with the ability to explain complex technical
concepts to experts and non-experts alike. - Self-motivated and able to work independently. Ability to manage multiple projects and customer support cases simultaneously.
Preferred Skills
- 5+ years of relevant experience.
- Understanding of Color Science and Optical Metrology.
- Knowledge of instrumentation requirements for high-volume production lines.
- Familiarity with instrument GR&R, developing targeted DOEs and establishing
pass/fail criteria. - Experience with building system validation scripts/utilities in C#/Python/Matlab
and enhancing existing automation platforms. - Experience with AR/VR devices and/or applications.
- U.S. Citizenship or Permanent Residency.
Education & Experience
- Bachelor’s degree in Electrical, Mechanical or Optical Engineering, or a related field.
