Product Support Engineer

Job Description

The Enabling Platforms and Services (EPS) team is an inclusive team within the Software and Advanced Technology Group (SATG) which provides pre-production client, data center, and discrete graphics systems and samples to Intel's internal and external software developer ecosystem. These systems are known internally as Software Development Platforms (SDPs). Our mission is to accelerate the adoption of Intel's technology across the developer ecosystem through exclusive access to next generation platforms. We seek to accomplish this mission via partnerships across our key stakeholder base and Intel Business Units (BUs). In SDP Engineering, we strongly value curiosity, determination, and collaboration, and we are looking for a Product Support Engineer (PSE) that can work both independently and within a team environment.

Product Support Engineers are key engineering members on a team that delivers and supports SDPs to ensure that customer SW and HW development objectives are met. You will interface with customers including internal engineers, external software developers, and external memory manufacturers in over 45 countries.

This important role requires significant technical leadership skills to successfully interact with EPS team members and Intel's business units. Our PSE's are valued members of the product development team that delivers SDPs to developers and partners worldwide.

You will be responsible for, but not limited to:

• Supporting customer requests, tickets, and RMAs. You will be responsible for prompt communication with the customer, assessment, and debug of system issues (HW/SW), driving issue resolution and ensuring that the customer expectations are met.

• Supporting Intel's own SDP Cloud environment as a third line of escalation.

• Creating support plans, participation in First Article Inspections (FAIs), and maintaining spare parts to support the program, including field upgrades.

• Maintaining and uploading product and platform support material (SW/FW, Documentation) to external support site.

• Collaborating with EPS engineering team to implement product and process improvements to improve the customer experience.

• Assembling SDPs, flashing intermediary Best Known Configurations (BKCs), and performing interoperability test plans to provide customers with updated SW/FW after SDP initially ships.

• Supporting Feature Enablement on the SDPs.

Qualifications

Qualifications: You must possess the below minimum qualifications to be initially considered for this position. Preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates.

Minimum qualifications: The candidate must have a Bachelor's degree in Electrical/Computer Engineering or Computer Science and 3+ years of experience -OR- a Master's degree in Electrical/Computer Engineering or Computer Science and 2 + years of experience in:

• 3+ years' experience of hardware debug at the component and system level, root cause analysis, corrective action.
  3+ years' experience of trouble shooting for multiple operating systems (such as Window, Linux) and their associated BIOS, Firmware, and system drivers.

• 3+ years' experience in System level troubleshooting (server platform)

• 2+ years' experience in AI and GPU hardware

• This position is not eligible for Intel immigration sponsorship

Preferred Qualifications:

• Experience working with multiple segments including server, GPU and accelerator; including technical understanding of a cluster, networking, PC architecture and how platform HW/SW/FW work together.

• Experience with the Microsoft Windows Debugger, Kernel Debugger tools and/or JTAG debuggers such as ITP or LTB.

Inside this Business Group

Enable amazing computing experiences with Intel Software continues to shape the way people think about computing – across CPU, GPU, and FPGA architectures. Get your hands on new technology and collaborate with some of the smartest people in the business. Our developers and software engineers work in all software layers, across multiple operating systems and platforms to enable cutting-edge solutions. Ready to solve some of the most complex software challenges? Explore an impactful and innovative career in Software.

Other Locations

US, AZ, Phoenix; US, OH, New Albany

Posting Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.

Benefits

We offer a total compensation package that ranks among the best in the industry. It consists of competitive pay, stock, bonuses, as well as, benefit programs which include health, retirement, and vacation. Find more information about all of our Amazing Benefits here.

Working Model

This role will require an on-site presence.