Product Support Engineer

hace 2 semanas

San José, San José, Costa Rica Intel A tiempo completo

Job Description

This position requires candidates to upload a resume in English, you are welcome to upload multiple versions of your resume if you prefer but an English version of your resume will be required to be considered for this position.

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 vPro products.

Responsibilities include but are not limited to:

As a PSE supporting vPro enterprise 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 vPro 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 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 vPro products.

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 qualifications:

Bachelor's STEM degree or technical degree equivalent. 2+ years of combined experience with:Hands-on Windows 2019 or 2022 Server including Active Directory, DHCP, DNS, certificates, Application and Network Load Balancers and Microsoft SQL Server.Debug skills to assess and root-cause often esoteric, nuanced issues. Comfortable collecting and analyzing system and application logs.Working with end customers consulting and supporting complex issues to resolution. This position requires that you must work with customers.Firewalls, Gateways/routers, switches, and virtual infrastructure (VPCs). Fluent in networking and infrastructure management. Advanced English level to communicate with global team.

Preferred Qualifications:

Experience deploying and updating system HW and SW. Deep understanding of various platform ingredients like (Server and client hardware, BIOS/Firmware, drivers, Operating System applications). Experience working with Endpoint management including ME and BMC technologies, be familiar with Intel vPro Enterprise platforms. Successful Candidates will know the OSI model from memory and how to apply their understanding in a hands-on troubleshooting session using a sniffer like Wireshark). Familiar with Cisco NAC and UAC and Certificate Authorities. Must have practical hands-on experience troubleshooting TLS, cipher suites and certificate chains to ensure a secure transport layer. Experience shepherding a complex customer problem through the BU landscape to resolution. Working knowledge of deploying infrastructure in the cloud and cloud-native apps in Azure and AWS. Experience creating technical knowledge articles based on customer escalation and resolution. Create and deliver technical training to contact centers. Experience working with PowerShell and Python scripts for system administration. Working understanding of how to use APIs to automate system processes. Cisco (CCNA level), entry level Linux certs, and/or Microsoft certifications a plus. Cloud and virtualization certifications desired (Azure, AWS, VMware). Experience with remote management consoles (RMM): TeamViewer, LogMeIn, Atera RMM, RDP, SCCM and InTune.

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
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.

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