Product Support Engineer
No salary listed
Senior
Bachelor's
Plano, TX, USA
In PersonOn-site in Plano, Texas; overseas and customer-site travel is required.
QA & TestingManual & Functional QA
No H1B Sponsorship
About the job
Requirements
- A bachelor's degree or higher in Engineering from an accredited college or university, or equivalent experience.
- At least 6 years of experience in a consumer electronic product support or service support role.
- Knowledge of network infrastructure, including Wi-Fi, Bluetooth, and other methods for connecting products to one another and to home networks.
- Ability to develop and maintain working relationships with multiple levels within the company, including Product Marketing and Sales, and with external contacts such as customers, authorized service agents, sales representatives, and equipment service representatives.
- Ability to develop and maintain working relationships with peers and department leadership.
- Ability to work cooperatively and occasionally interface with senior management to exchange technical information.
- Ability to work with little supervision and guidance to identify and achieve team goals and complete individual assignments within established time frames.
- Ability to solve problems involving diverse conditions and to search creatively for solutions based on learned experience.
- Ability to plan, organize, and prioritize multiple assignments and projects.
- Ability to read, write, and follow detailed technical instructions and interpret engineering specifications, materials, or related documents.
- Exposure to confidential data where disclosure could harm the company's interests.
- Ability to solve problems in differing situations by drawing creatively on previous experience.
- Ability to negotiate on behalf of the function and reach agreement through discussion and compromise on short-term operational and medium-term tactical issues.
- Excellent verbal and written communication skills.
- Client-service orientation and relationship-management skills.
- Ability to facilitate collaboration with diverse groups and stakeholders.
- Ability to work as part of a team and independently while managing multiple tasks.
- Self-directed, self-motivated, and results-oriented.
Responsibilities
- Manage new product introduction product quality evaluations, post-launch field quality support, and quality assurance testing of firmware and software updates for Commercial Display products.
- Conduct new product introduction product testing and serviceability evaluations to improve product quality, usability, and performance.
- Develop detailed test cases, test plans, and scripts.
- Conduct early-production quality evaluations, including first-lot product quality checks.
- Travel overseas to meet with design, research and development, and factory teams for product evaluation, training, and quality review.
- Support early-production field testing and work with GBM to address top quality issues.
- Provide technical repair training and content to the training team, and support technician and servicer training events as needed.
- Create service repair documentation for Samsung Authorized Service Centers.
- Confirm compatibility with external devices used by customers.
- Perform Commercial Display quality testing and analysis by reviewing service data.
- Develop service bulletins and training documents for new Commercial Display issues.
- Support and analyze field issues, including traveling to customer sites to inspect defective products and provide corrective actions and solutions.
- Provide engineering support and apply root-cause analysis and corrective actions to resolve complex Commercial Display field quality issues reported to the Technical Call Center.
- Retrieve new and defective parts, analyze their quality, and report findings.
- Analyze service quality, report causes of repeat repair (REDO), and provide corrective actions.
- Check spare parts for quality issues that may present the same risk or symptoms as defective Commercial Displays.
- Provide technical assistance at Commercial Display launch events for Public Relations, Marketing, and Sales.
- Manage and perform firmware and software quality assurance testing on post-production Commercial Displays before official release.
- Research and collect Commercial Display voice-of-customer feedback for strategic implementation.
- Track the effectiveness and side effects of countermeasures created during the new product introduction stage.
- Conduct data, reporting, and quality-trend analysis.
- Create troubleshooting techniques, tips, and repair procedures to help field service technicians perform reliable repairs.
- Support Samsung Authorized Service Centers and the Technical Call Center with ongoing service documents and training.
- Support the training team with product repair training and training-content development.
Desired Qualifications
- Commercial Display experience is preferred.
- Proficiency in large-scale data analysis, including gathering and analyzing large amounts of data from multiple sources.
- Proficiency in Microsoft Excel, including preparing tables and spreadsheets with macros, pivot tables, charts, and graphs; determining and measuring key performance indicators; plotting performance trends; and prioritizing work assignments.
- Proficiency in Microsoft Outlook, Microsoft Word, and Microsoft PowerPoint, and comfort presenting and communicating clearly to large audiences, including senior management.
About the company
Samsung Electronics designs and manufactures consumer devices and electronic components for individuals, businesses and other technology manufacturers worldwide. Its product lines include Galaxy phones and tablets, televisions, home appliances, memory chips, processors and displays. The company develops hardware and software, runs manufacturing facilities and sells finished products through online and physical retail channels supported by a global sales network. It earns revenue from device and component sales, while its foundry business manufactures chips designed by customers. Samsung Electronics was founded in 1969 and is headquartered in Suwon, South Korea.
Company Size
10,001+
Company Stage
IPO
Headquarters
null
Founded
1969
Get referred to Samsung
See people who can refer or advise you
Simplify's Take
What believers are saying
- Career development is structured: Samsung's DS Division runs an annual Talent Fair for training applications and career discussions.
- TV distribution remains strong: Samsung reported 29.1% of global television revenue share in March 2026.
- Revenue reached a record: Samsung Electronics reported KRW171.5 trillion in quarterly consolidated sales in July 2026.
What critics are saying
- Factory work carries chemical hazards: Samsung classifies chemical injection as hazardous and requires task-specific risk assessments.
- Remote flexibility is limited: Samsung Semiconductor's San Jose SSD Qualification Engineer role requires daily onsite presence.
- Device margins face pressure: Samsung's MX and Networks businesses reported a KRW0.7 trillion operating loss in July 2026.
What makes Samsung unique
- Security has dedicated hardware: Samsung's Knox Vault isolates its own processor and memory on select Galaxy devices.
- Foundry design is distinctive: Samsung's 3nm process uses nanosheet transistors with gates surrounding the channels.
- The ecosystem crosses brands: Samsung's SmartThings connects compatible Matter devices from different manufacturers.
Help us improve and share your feedback! Did you find this helpful?
Benefits
- Comprehensive healthcare: Medical, Dental, Vision, Employee assistance program, Telehealth services
- Work life success: PTO, FlexTime, FlexPlace, FlexYourFriday
- Financial wellness: Health savings account, Flexible spending acounts, 401(k), Student loan support, Tuition assistance
- Family first: Pregnancy support, Adoption assistance program, Paid child caregiver leave, Milk stork, WINFertility
- Incentives: Fitness reimbursement, Annual physical. Preventative screenings, Lifestyle management