Product Support Engineer

Job Description

This role is for a Product Support Engineer for Intel Customer Support (ICS). ICS is part of the Global Support Services (GSS) organization under the Sales and Marketing Group.

In this position, you will be part of a global support team that provides design-in support for Edge Computing (ECG)customers. The individual in this role is viewed as a content and technical expert in various aspects of embedded design with a thorough knowledge of business practices and procedures to resolve customer issues.

The position requires the ability to work with our contact center team and strategic customers to identify issues and resolve them in a timely and efficient manner.

You will also be responsible for replicating issues either remotely or in a lab setting and researching problems as well as working with Intel engineering teams to communicate issues, and coordinating the technical resources required to resolve problems.

Responsibilities will include but not be limited to:

• Product and Platform design-in troubleshooting, debug support and respond to customer technical questions in a timely manner

• Build domain expertise to ensure ECG's unique customer needs can be resolved

• Serve as a subject matter consultant and a coach for Level 1 support team

• Interact with Business Unit engineering and development teams on escalated issues

• Contribute to process improvements and new technical solutions to improve support efficiency

Qualifications

Minimum qualifications are required 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:

• Candidate must possess a Bachelor of Science degree in Electrical Engineering or Computer Science with 3+ years of customer support or design and development experience.

• Strong hands-on, debug, and validation skills required.

• Familiar with Windows troubleshooting (eg: install / uninstall drivers, registry, logs)

• Excellent overall understanding of Intel products with knowledge of platform hardware and firmware design.

• Able to listen, understand and respond professionally to customer questions/issues. Able to work independently and strive to fulfill customer's needs.

• Ability to define and communicate problems and / or requirements clearly to others while working across multiple groups and sites.

Preferred Qualifications:

• Advanced knowledge of Linux

• Excellent overall understanding of Intel Architecture and technologies

• Familiarity with Intel platforms and troubleshooting skills and tools

• Familiar with graphics concepts (eg: panel types, integrated graphics vs discrete graphics) and troubleshooting (eg: display issue, performance issue)

• Strong understanding of platform Hardware (eg: GPU, CPU, memory) and Software (eg: BIOS, OS, drivers) and how they interact with each other

• Able to communicate in Mandarin (both written and spoken) is a plus

• Customer engagement experience and ability to create customer-ready material, including strong technical writing and presentation skills

• Exhibit strong influencing and customer orientation skills, with the ability to listen, understand and respond professionally to customers, and discuss technical details at multiple depth levels

• Customer support experience working with customers through customer relationship management (CRM) tools, email, conference calls

• Strong team player with mature interpersonal and leadership skills

Requirements listed would be obtained through a combination of industry relevant job experience, internship experiences and or schoolwork/classes/research.

Inside this Business Group

Intel's Sales and Marketing (SMG) organization works with global customers and partners to solve critical business problems with Intel based technology solutions. SMG works across business units to amplify the customer voice and deliver solutions that accelerate their business. We work across numerous industries, including retail, enterprise and government, cloud services and healthcare as examples. The operations team focuses on forecasting, driving alignment with factory production and delivering efficiency tools and our marketing capability drives demand and localized marketing in locations around the globe. Our sales force navigates a complex partner and customer ecosystem while shaping product roadmaps, driving value for our customers, and collaborating to harness emerging technology trends to deliver comprehensive solutions.

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 be eligible for our hybrid work model which allows employees to split their time between working on-site at their assigned Intel site and off-site. * Job posting details (such as work model, location or time type) are subject to change.