Job Details:Job Description:
This role is for a Product Support Engineer for Intel Customer Support (ICS). ICS is part of the Global Support Services (GSS) organization under the Sales and Marketing Group. As a Product Support Engineer (PSE), you will be responsible to provide technical support for Intel's Intel Arc GPU products as part of the energetic and customer obsessed team that is responsible for making discrete graphics post-launch technical support a high impact competitive advantage for Intel. The position requires the ability to work with our contact center team, strategic customers, and end-customers to identify issues and resolve them in a timely and efficient manner. You will also be responsible for replicating customer issues either remotely or in a lab setting and researching problems as well as working with Intel engineering teams to communicate issues, and coordinating the technical resources required to resolve problems. The position is a customer facing support engineer, which means interfacing with our outsourced contact center in India to ensure they are fully trained and are providing excellent support to the customers that report issues with Intel branded products. This customer facing support engineer position works very closely with the contact center to monitor customer satisfaction, proper case handling, and knowledgebase content creation. This is done with regular meetings, weekly, with the contact center in the local region. For this position, the India contact center is in Bangalore.
Qualifications:Minimum qualifications are required 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:
- BS/ 4+ Years Experience (Computer Science, Computer Engineering or similar) or MS/ 3+ Years
- IA Client Systems and PC integration, configuration, application and troubleshooting skills
- Graphics Display installation, configuration and troubleshooting
- Windows Client OS installation, configuration and troubleshooting
- Ability to analyze, breakdown, understand complex problems and communicate solutions effectively
- Strong verbal and written communication skills
- Ability to work with team members across worldwide locations
- Experience working successfully across multiple and diverse team and able to influence key stake holders to find technical solutions
- Outstanding Customer orientation skills, Ability to manage customer expectations and balance customer requests with Intel's business needs.
- Organizational skills to ensure all deliverables are managed with the right sense of urgency based on the situation, meet the required timelines
- Experience managing stakeholders to action plans
- Be self-reliant: seek out resources, knowledge bases, key subject matter experts for assistance while building up ability to resolve issues independently.
- Language Skills: Highly proficient in English, both writing and verbally and (dependent on location)
Preferred Qualifications:
- Experience in technical customer support engagements with external customers or partners
- GPU and graphics driver performance monitoring and software issue and triaging
- SW and HW troubleshooting and issue replication related to graphic technologies
- HTPC enthusiast - configuring audio video receivers (AVRs)
- Latest visual technologies on the consumer side ( videophile or enthusiast on latest 4K TVs, HDR standards, Color Space and Color Depth)
- Modern display interfaces (DP, HDMI. Thunderbolt)
- Difference between Integrated graphics card and discrete graphics cards
- Gaming enthusiast terms
- Familiar with Steam, Origin, Uplay, Epic, etc
- Familiar with Discord, GitHub, Reddit, etc
- Experience writing technical articles for external audience/end customers is highly desirable.
- Social media experience and product forum participation supporting forum users would be also a plus.
- Experience with issue tracking management systems
- Experience with metric dashboards
- Communicate technical issues, its impact and the solutions or recommendations effectively verbally and in writing
Requirements listed would be obtained through a combination of industry relevant job experience, internship experiences and or schoolwork/classes/research.
Job Type:Experienced HireShift:Shift 1 (India)Primary Location: India, BangaloreAdditional Locations: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.Position of TrustN/A
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. * Job posting details (such as work model, location or time type) are subject to change.
