Global Product Support Engineer
Intel
San Jose, H, CR
hace 6 días

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.

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.

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.

Works with and drives action in multiple groups across worldwide locations.

Proven project management skills and leadership capability.

Effectively balance customer and results orientation in a fast-paced environment.

Organizational skills required to ensure all deliverables are managed and meet the required timelines.

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 troubleshooting2or more internet browsers.

Advanced English level.

The following preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates :

PMP certification.

Experience with Microsoft Power Automate, PowerShell, Python, or similar.

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