Support AE - AE
Cadence Design Systems, Inc.
3d ago

At Cadence, we hire and develop leaders and innovators who want to make an impact on the world of technology.

Position Summary

The Applications Engineer is a senior level technical and / or team leadership position within the Customer Support organization that leverages expert level technical skills with sound project leadership and / or team leadership skills.

This position serves as the continuation of the technical career path within the Customer Support Organization and can also be the first level of technical management along the management career path (for Customer Support Manager).

Working proactively and interactively with Cadence customers, the Principal Support Applications Engineer provides expert level technical support for Cadence products, technologies, and solution flows.

The Principal Support AE will apply his / her extensive design flow expertise to assist with the most complex technical problems through diagnosis and resolution.

The Principal Support AE will often take on a number of leadership and department level duties including but not limited to : Development of Knowledge Content for Customers and AEs, interface with R&D teams, project / team leadership, mentoring / advisor roles, team technical development, department level operational / logistical planning, and technical supervisory responsibilities.

Primary Duties and Responsibilities

Proficient with core infrastructure tools and support processes, strong customer communication skills, direct customer / R&D / product marketing interaction, proficient in complex technical problem diagnosis / resolution, seed, write and review solutions for the Knowledge Database (KDB), process and advocate CCR’s to R&D, coordinate CCR Hot-

fixes for customers, lead and contribute to team initiatives / projects, expert level support to other team members, proficient in all core products and hardware platforms, knowledgeable in more complex product solutions / processes which may cross boundaries to other technical product areas, identifies technical trends within area of specialization, provides root cause analysis of underlying customer problem areas, takes initiative to implement necessary changes, effectively handles customer escalations and collaboration for complex problem resolution, mentor and develop team AE’s, assists department manager with operational duties.

Primary duties and responsibilities are grouped below within the main areas of customer focus, work quality, teamwork, and ongoing education, training, and development.

Customer Focus :

Provide direct customer interaction for support and resolution of complex issues

Provide a proactive and creative approach to resolving problems

Diffuse difficult customer situations and technical issues

Address customer feedback both personally and technically, assisting others as required

Identify customer problem areas within own area of technical expertise

Teach some external customer product training classes

Facilitate customer interaction and feedback with R&D, Product Engineering, and Marketing

Advocate and negotiate CCR resolution with R&D

Maintain customer satisfaction and work backlog within established metrics

Work Quality :

Follow and promote Cadence support processes, authoring changes and improvements

Research new techniques to improve the support quality in process, product, technology, and documentation

Understand and support Cadence policies, goals, and in particular Cadence support philosophy concerning professional customer relationships

Understand and complete assignments thoroughly, demonstrating quality, timeliness, teamwork, and technical competence

Documents cases, tasks, CCRs fully, seeding and writing clear, concise solutions in Knowledge Database (KDB)

Teamwork :

Act as strong team member and contributor, leading team projects and initiatives

Display integrity and leadership in interactions with others

Demonstrate willingness to take direction from designated peer / team leaders

Contributes to internal infrastructure and tools testing and improvement efforts

Consult and collaborate with others in complex problem resolution

Complete assignments with minimum direction, demonstrating quality, timeliness, teamwork, and technical competence

Contribute to and / or lead internal technology rollout projects and training

Mentor all levels of department application engineers and new team members

Education / Training / Development :

Utilize skills-management system to establish training and career development program

Apply expert-level technical knowledge to contribute to team-skill development

Take advantage of available technical and application-engineer training offerings

Knowledge, Skills and Abilities

Possess expertise in core VLSI technologies and products, while developing broad experience in others

Possess expertise in the one or more of the following technologies / products

Strong and In-depth hands on Physical Design Domain

Expertise in one of the Industry Standard Physical Design tool Innovus, EDI, ICC2, Olympus

Good & Hands On expertise in STA, Prime Time, Tempus, ETS

Strong fundamentals in Timing / timing closure.

Good expertise with hands on experience in TCL scripting.

Basic knowledge in Verilog / VHDL

Possess in-depth knowledge of EDA industry, R&D Technology Roadmaps, and design flows within own area of technical expertise

Possess strong written and verbal communications skills to ensure effective customer interaction

Proficient in the use of customer-support tools environment, including CRM System, Voyager, CCR System,, Knowledge Database (KDB)

Able to resolve most complex customer problems with minimal assistance

Able to seek, develop, and evaluate alternative courses of action

Possess team-success orientation, mature work attitude, and good judgment under pressure

Possess education level of BS with 8-12 years’ experience in CS or EE (or MS with 8 or more years’ experience )

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