16 days old

Global Product Support Engineer, Processor Platforms

Intel
Folsom, CA 95630
  • Job Code
    JR0216710
Job Description

Do you possess enthusiasm to improve Customer Experience with Intel Products? Do you have the energy and creativity to interpret the Voice of the Customer and drive enhancements to improve user experience? Do you have the passion to know the latest and greatest capabilities of the next generation of Intel processors? If yes, then this is your opportunity. Become a Global Product Support Engineer in Intel Customer Support and exercise your technical expertise, program management skills, and creative abilities in support of Intel's premier product line: Intel Processors, CPU Tools/Utilities, and Intel platforms.

Responsibilities may include but not be limited to:

  • Create and implement Support Life Cycle deliverables in coordination with business unit Product Life Cycle

  • Project manage implementation of new products in support centers worldwide; develop and deliver training for Contact Center Agents and Product Support Engineers; create web content for external customers and other related activities Contribute customer and support perspective to product development team meetings with business unit (PDTs)

  • Gather and analyze post-launch 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 peers in the geographies to research, troubleshoot, duplicate, and resolve technical issues. Interact with business unit on issue prioritization, characterization, root cause analysis and corrective actions.

  • Write reactive and proactive technical support content for Intel's support website 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 processors.

  • Assisting other Engineers as needed, creating / reviewing / presenting indicators for the work performed to show trends, creating content on your technical case learnings to share with others, contributing content for customer meetings/presentations, submitting recommendations to Business Units to improve process, product user experience and customer experience

  • You will work hard to listen, seek to fully understand the obvious and not so apparent reasons for their questions/issues via primarily and web-based support case request, solve customers' questions in a timely manner, and seek to make recommendations on how to make it increasingly easy for customers to work with us or find what they need in the future.

In addition to the qualifications a successful candidate will demonstrate:

  • Ability to analyze, breakdown, understand complex problems and communicate solutions effectively

  • Ability to understand if technical questions are PC hardware vs. software issues

  • Solid project management skills, leadership capability, and customer orientation are critical, as well as possessing initiative and a strong commitment to task are a must

  • Ability to manage customer expectations and balance customer requests with Intel's business needs

  • Strong verbal and written communication skills

  • Ability to work with and drive action in multiple groups across worldwide locations

Are you a non-commissioned employee considering this role? If so, please review the Grade Reclassification Q&A and the How Grade Reclassifications Work video for more information on how compensation changes when moving between these roles. Additional information can be found here on our Internal Transfers page.


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. This Position is not eligible for Intel immigration sponsorship.

Minimum qualifications:

  • BS in Electrical Engineering, Computer Engineering or related technical field

  • 3+ years of relevant work experience

Preferred qualifications:

  • Understanding design and debugging skills

  • Previous job experience in Technical Marketing, Field Applications Engineering, Post Silicon Validation, and Application Design support & Customer Support Engineer

  • Experience writing technical articles for external audience/end customers

  • Experience in a customer service environment supporting external customer issues and escalations

  • Extensive system troubleshooting/analytical skills with experience on processors / motherboards / chipsets as a priority

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.


Intel strongly encourages employees to be vaccinated against COVID-19. Intel aligns to federal, state, and local laws and as a contractor to the U.S. Government is subject to government mandates that may be issued. Intel policies for COVID-19 including guidance about testing and vaccination are subject to change over time.



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.



Work Model for this Role

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.

Posted: 2022-05-08 Expires: 2022-06-08

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Global Product Support Engineer, Processor Platforms

Intel
Folsom, CA 95630

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