Enterprise Ethernet Product Support Engineer (PSE)

Job Description

Do you possess enthusiasm to improve Customer Experience with Intel Products? Do you have the passion to interpret the Voice of the Customer and drive enhancements to improve User Experience (UX)? If yes, then this is your opportunity. Become a Product Support Engineer in Global Customer Success and exercise your technical expertise, customer support skills, and creative abilities in support of Intel's Enterprise Ethernet Products.
Responsibilities may include:

- As a PSE supporting ethernet design-in customers you will work directly with the contact center to provide support to customers while also acting as the point of consultation and escalation.
- Provide technical assistance and/or solutions to customers and contact center agents.
- Work directly with business unit Ethernet engineers for customer escalations.
- Develop and deliver training and guidance to the Contact Centers to maintain their technical knowledge.
- Represent the customer and support perspective in product development team meetings with business unit representatives.
- Gather and analyze customer contact trends and drive data and recommendations to business unit to improve User Experience and Product Supportability in existing and future products.
- Work with support peers around the world to research, troubleshoot, duplicate, and resolve technical issues.
- Interact with the business unit on issue prioritization, characterization, root cause analysis, and corrective actions.
- Write reactive and proactive technical support content for Intel's public support website (support.intel.com) to enable customers to help themselves.
- Candidate will interact with multiple internal teams to drive issues and tactics that will enhance the customers' experience with Intel Networking products.
- Candidate will be based in Penang, Malaysia.

Qualifications

Minimum Qualifications:
A Bachelor's Degree in Electrical/Computer/ Electronic Engineering, Computer Science, or directly related field with 5+ years of relevant experience in one, or more of the following areas:
- Networking experience with skills that cross the OSI model.
- Able to recognize problems within a network environment that might be impacting network performance.
- Excellent troubleshooting/analytical skills with experience integrating Network Adapters in Server systems with high competency in Windows and Linux OS.
- Knowledgeable in network technologies such as Network Function Virtualization.
- Ability to analyze, breakdown, understand complex problems, and communicate solutions effectively.
- Strong verbal and written communication skills.
- Ability to work across geographical boundaries to drive action in multiple groups across worldwide locations.
- Project management skills, leadership capability, and customer orientation are critical, as well as possessing initiative and a strong commitment to task. Ability to manage customer expectations and balance customer requests with Intel's business needs.

Preferred Qualifications:
- Knowledge of IEEE 802.3 standard, Ethernet architecture, I/F, and network products.
- Knowledge of Intel system-level architecture BMC, NCSI, I2C, IOSF, SMBUS, SPI
- Experience with Ethernet SerDes interface on design and debug
- Knowledge of signal integrity, power integrity, transmission line theory, analog circuit design, and high-speed signal processing
- Experience in design and/or validation of networking products as LOMs, adapters, mezzanines, or embedded form factors
- Knowledge of Windows and Linux Ethernet device drivers and debug experience.

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. In certain circumstances the work model may change to accommodate business needs.