• Serve as the primary technical point of contact and trusted advisor for global customers • Cultivate deep, long-term relationships with customer technical teams • Act as a proactive advocate for assigned customers within RSA • Lead the diagnosis and resolution of complex technical issues • Manage and de-escalate critical customer situations • Drive timely and effective resolution for all cases • Develop and maintain comprehensive knowledge base articles • Mentor and provide advanced technical guidance • Play a key role in preparing technical training plans

• Provide technical support for strategic clients during night on-call shifts • Perform incident handling, monitoring and resolution within SLA • Execute advanced diagnostics in Linux environments, networking and VoIP • Identify root causes and apply permanent solutions to reduce recurrence • Reproduce scenarios in a lab environment for technical troubleshooting • Install, configure and maintain environments and services related to operations • Conduct technical tests and validations after fixes or changes • Document incidents, solutions and procedures in the knowledge base • Support technical projects and continuous operational improvements • Maintain clear and proactive communication with clients throughout the service lifecycle

Role Description We are looking for an Application Support Analyst to serve as the primary technical expert for the OHC (Fidelio) PMS, supporting shipboard and shoreside operations. This position will be full-time and remote. What You'll Do - Application Expertise & Support - Serve as the primary technical expert for the OHC (Fidelio) PMS, supporting shipboard and shoreside operations - Provide Tier 2/3 support, troubleshooting complex issues and ensuring timely resolution - Collaborate with vendors and internal teams to manage escalations and system updates - System Administration - Provide medium to expert-level support for Windows Server 2022 and workstations - Perform basic Linux administration tasks - Monitor system performance and ensure optimal uptime and reliability - Database & Analytics - Utilize SQL Server for diagnostics and support, with a focus on stored procedures and relational database principles - Analyze incident trends and system performance to identify root causes and improvement opportunities - Incident & Problem Management - Apply incident management principles to manage and resolve issues efficiently - Use tools such as ServiceNow and/or PagerDuty for ticketing, escalation, and communication - Collaboration & Communication - Work closely with shipboard teams, IT, and cross-functional stakeholders to ensure alignment and support - Communicate clearly and effectively across technical and non-technical audiences - Continuous Learning & Adaptability - Stay current with emerging technologies and cruise industry trends - Demonstrate flexibility and a willingness to learn new systems and processes - Travel & Global Support - Provide support across time zones and geographies - Be available for occasional travel to ships or offices as needed Qualifications - Cruise line experience in a similar role is strongly preferred - Proven expertise in the OHC (Fidelio) Property Management System is essential - Strong knowledge of Windows Server 2022, workstation support, and basic Linux administration - Experience with SQL Server, especially stored procedures and relational database concepts - Familiarity with ServiceNow, PagerDuty, or similar incident management platforms - Excellent analytical, problem-solving, and communication skills - Ability to work independently and collaboratively in a fast-paced, global environment Requirements - ITIL certification or similar process-oriented frameworks (preferred) - Experience supporting shipboard environments and hospitality systems (preferred) - Multilingual communication skills are a plus (preferred) Physical Demands - Ability to safely and successfully perform the essential job functions - Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc. - Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor Reasonable Accommodation Statement If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.

Role Description As a Technical Support Engineer (TSE), you’ll provide technical support remotely and on site, to Field Service Operations (FSO) personnel for highly complex problems involving equipment malfunction, on wafer issues, and performance enhancement programs where first-line product support was unable to isolate or fix a problem. Using advanced troubleshooting methodologies, you’ll establish success criteria, develop comprehensive action plans, analyze and compile findings, perform root cause analysis, and support FSO repair activities through escalation closure. Responsibilities - Support multiple technical escalations, resolve with focus on time to resolution and quality of work - Attend customer field issues meetings with FSO, collaborate with BU engineers - Recommend best practices to improve products, processes, or services - Publish Technical Lessons Learned, troubleshooting guides, technical (ET) papers, etc. - Provide on-site coaching to Field Service Operations - Provide Alpha and Beta Site support - Support NPI development early in the product life cycle, and at key customer sites - Support BU DFx (Design for Service / Install) projects - Create, or collaborate in creation of, innovative advanced troubleshooting tools - Coach colleagues with less experience; lead small projects with manageable risks and resource requirements - Solve complex problems using new perspectives on existing solutions - Exercise judgment based on the analysis of multiple sources of information and data Qualifications - Bachelor’s degree (or equivalent) in a technical field - 4–7 years of Semiconductor Etch experience - Proficiency with Microsoft suite and tools such as SAP, VSPI, and ARK Preferred Qualifications - Exhibit exceptional communication skills—able to explain difficult or sensitive information - Demonstrate excellent relationship management skills—works to build consensus and effectively manage difficult situations and stressful environments - Aware of competition and the factors that differentiate them in the market Requirements - Shift: Mon-Fri 8 hr per day - Travel: Yes, generally 25% of the time, but could be as high as 50%. - Time Type: Full time - Employee Type: Assignee / Regular - Relocation Eligible: No Benefits - Salary: $96,000.00 - $132,000.00 - The salary offered to a selected candidate will be based on multiple factors including location, hire grade, job-related knowledge, skills, experience, and with consideration of internal equity of our current team members. - In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation such as participation in a bonus and a stock award program, as applicable. Company Description Applied Materials is a global leader in materials engineering solutions used to produce virtually every new chip and advanced display in the world. We design, build and service cutting-edge equipment that helps our customers manufacture display and semiconductor chips – the brains of devices we use every day. As the foundation of the global electronics industry, Applied enables the exciting technologies that literally connect our world – like AI and IoT. If you want to push the boundaries of materials science and engineering to create next generation technology, join us to deliver material innovation that changes the world.