As a Global Customer Success (GCS) Product Support Engineer (PSE), Intel customer technical support are our business and we value customer first.

This is an exciting opportunity to support Intel Customers with Intel NUC products and learn its latest and greatest technologies and features.

We will cultivate your technical expertise, customer support skills, project management, and creative skills.

Main responsibilities:

• PSEs enable our Contact Center teams globally to directly support technical inquiries and issues from Intel's Customers and serve as the Contact Center escalation point.
• Ensure the customer's continued success and satisfaction with Intel by addressing product and technical issues with the support of our Business Unit Engineering team.
• Listen to seek and fully understand the needs of our customers to improve the product quality, supportability, and the processes or policies in place to have an easy or less customer effort experience. As a global organization, opportunity to develop relationships with diverse and inclusive Intel employees.
• You will be in partnership with several Sales and Marketing organizations, Business unit Engineers, and several GCS organizations.
• Opportunity to influence our support website thru tools, content, and knowledge development.

Other responsibilities include:

• Assisting other Engineers as needed, creating/reviewing/presenting indicators for the work performed to show trends, training others on your learnings, contributing content for customer meetings/presentations, submitting recommendations, and leading/ participating in projects or programs.

Behavioral traits desired:

• isolate and understand technical questions related to hardware or software.
• Communicate technical issues, their impact, and the solutions or recommendations effectively.
• Strong presentation and communication skills.
• Effectively balance customer and business priorities and results orientation.
• Outstanding customer orientation as well as good initiative and a strong commitment to a task.
• Organizational skills are required to ensure all deliverables are managed with the right sense of urgency based on the situation, meet the required timelines.
• Experience working successfully across multiple and diverse teams and to influence key stakeholders to find technical solutions.
• Be self-reliant: seek out resources, knowledge bases, key subject matter experts for assistance while building up the skills to resolve issues independently.

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

• Bachelor's degree in relevant field OR equivalent experience (min 4 years of related technical experience)
• 5+ years of experience as:
  • Technical expert with Intel Client System troubleshooting, integration, configuration, and applications.
  • Troubleshooting with processors, motherboards, chipsets, memories, and input/output ports and devices.
  • Microsoft Windows OS installation, configuration, and troubleshooting.
• 3+ years’ Experience leading projects.
• Advanced English level

Preferred

• Experience with Linux OSes
• People management and supervisory skills
• Certifications like, MS certification, Six Sigma, CompTIA, and others
• Language skills like Portuguese, Spanish, and others

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.