Global Product Support Engineer

hace 4 días

San José, Costa Rica Intel A tiempo completo

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 at Intel Customer Support and exercise your technical expertise, program management and creative skills in support of Intel's Next Unit of Compute (NUC) product line.

**Main responsibilities include but not limited to**:

- 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.
- Works directly with Intel Customers ranging from end users, developers, and large enterprise.

**Behavioral traits desired**:

- Extensive troubleshooting/analytical skills with keen attention to detail.
- Analyzes, breakdown, understand complex problems and communicate solutions effectively is required.
- Works with and drives 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.
- Effectively balance customer and results orientation in a fast-paced environment.
- Strong presentation, and communication skills.
- Organizational skills required to ensure all deliverables are managed and meet the required timelines.
- Willing to work across many teams/GEO's to find solutions to complex issues.
- Self-starter motivated to take on complex tasks and work independently.
- Excellent customer support to bring new products to market.

**Qualifications**

You must possess the below **minimum qualifications** to be initially considered for this position:

- Bachelor's degree in Computer Science, Electrical Engineering, Computer Engineer, Information Systems or any other related STEM field degree _(degree could be offset for additional 4 years of experience to the below)._
- 4+ years of relevant industry experience.
- 2+ years of experience:

- Troubleshooting and root causing PC hardware vs. software issues.
- With any 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.
- Configuring and troubleshooting 2 or more internet browsers.
- Advanced English level.
- PMP certification.
- Experience with Microsoft Power Automate, PowerShell, Python, or similar.

**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.

**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.

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