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 systems and products? 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 Next Unit of Compute (NUC) product line.

Primary responsibilities include:

• Collaborate with Customers and Partners as a technical expert.

• 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; create support websites and content.

• Represent customer and support perspective to product development team meetings with business unit.

• Gather and analyze post-launch customer contact trends.

•  Drive data analysis and recommendations to business unit to improve User Experience and Product Supportability in existing and future products.

• Work with peers around the world to research, troubleshoot, duplicate and resolve technical issues.

• Partner with business unit on issue prioritization, characterization, root cause analysis and corrective actions. Author reactive and proactive technical support content for Intel's support website to enable customers to help themselves.

• This role will interact with multiple internal teams in order to drive issues and tactics that will enhance the customers' experience with Intel. This role works directly with Intel Customers ranging from end users, developers, and large enterprise.

A successful candidate will demonstrate:

• Extensive troubleshooting/analytical skills with keen attention to detail.

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

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

• Proven project management skills and leadership capability. Customer orientation skills are critical, as well as possessing initiative and a strong commitment to task.

• The ability to effectively balance customer and results orientation in a fast-paced environment.

• Strong written, presentation, and communication skills.

• Ability to manage multiple projects at once; organizational skills required to ensure all deliverables are managed and meet the required timelines.

• Experience supporting customers; consumers, channel members and OEMs

• Hands-on experience building and configuring systems using various computer hardware components.

• Hands-on Windows configuration and debugging skills.

• Ability to troubleshoot and root cause PC hardware vs. software issues

• Knowledge of various internet browsers, including the ability to configure and troubleshoot issues.

• Ability to work across many teams/GEO's to find solutions to complex issues.

• Self-starter motivated to take on complex tasks and work independently.

• Experience bringing new products to market from a customer support perspective.

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:

• Bachelor’s Degree in Computer Science, Electrical Engineering, Computer Engineer, Information Systems or any other related STEM field degree.

• 2+ years of experience with Troubleshooting and root causing PC hardware vs. software issues

• 2+ years of experience with one or more of the following:

-Supporting customers, consumers, channel members and/or OEMs

-Managing multiple projects at once, across multiple GEOs and Groups.

-Hands-on Windows and or Linux configuration and debugging skills.

-Experience with 2 or more internet browsers, including the ability to configure and troubleshoot issues.

• Fluent in written and conversation English language.

Preferred Qualifications:

• PMP certification

• Experience with Microsoft Power Automate, PowerShell, Python, or similar a plus

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.

Other Locations

US, Arizona, Phoenix;US, California, Folsom;US, California, San Francisco

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.