vPro Product Support Engineer

Intel Corporation • Hillsboro, OR

10d • Hybrid

About The 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(PSE) in Intel Customer Support organization and exercise your technical expertise, customer support skills, and creative abilities in support of Intel vPro products. Responsibilities include but are not limited to: Provide direct technical assistance to enterprise customers and support center agents, serving as the primary point of consultation and escalation for complex vPro product issues Partner with business Unit engineers, global support teams, and internal stakeholders to research, troubleshoot, and resolve technical issues while driving root cause analysis and corrective actions Develop and deliver comprehensive training programs and technical guidance to support centers and support teams to maintain current technical knowledge and capabilities Represent customer and support perspectives in product development meetings, gathering contact trends and providing data-driven recommendations to enhance user experience and product supportability Create reactive and proactive technical support content for public-facing platforms, enabling customers to resolve issues independently while evangelizing software tools and technologies Partner with customers, ecosystem vendors, and open-source communities to optimize Intel product capabilities Serve as a trusted technical advisor to drive Intel value across multiple disciplines (Enterprise, Cloud, AI, etc.), delivering competitive benchmarks and identifying key workloads for future product requirements

Requirements

• 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.
• This position is not eligible for Intel’s immigration sponsorship.
• Bachelor's degree in System Engineer, Computer Science, Computer Engineering, Electrical Engineering, Software Engineering, or related technical field
• 5+ years of experience in enterprise system management.
• Experience with OSI model
• Experience with Windows 2019, 2022 and 2026 Server including: Active Directory, DHCP, DNS, and Microsoft SQL Server.
• Experience with 802.1x, Cisco NAC, Microsoft NPS and PKI Certificate Authorities.
• Practical hands-on experience troubleshooting TLS, cipher suites and certificate chains to ensure a secure transport layer.
• Requirements listed would be obtained through a combination of industry relevant job experience, internship experiences and or schoolwork/classes/research.

Nice To Haves

• Working knowledge of deploying infrastructure in the cloud and cloud-native apps in Azure and AWS.
• Application and Network Load Balancers and Remote client endpoint management experience a plus.
• Experience working with end customers consulting on infrastructure issues and resolution.
• This position requires that you must work with customers
• Capable of shepherding a complex customer problem through the BU landscape to resolution.
• Deep understanding of various platform ingredients like (Server and client hardware, BIOS/Firmware, drivers, Operating System applications, etc.)
• Fluent in networking and infrastructure management (Hands on experience with Firewalls, Gateways/routers, switches and virtual infrastructure (VPCs).
• Candidate must have strong analysis and debug skills to assess and root-cause often esoteric and nuanced issues.
• Comfortable collecting and analyzing system and application logs.
• Able to create technical knowledge articles based on customer escalation and resolution.
• Create and deliver technical training to management and 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 (Azure, AWS, VMware).
• Experience with remote management consoles (RMM): TeamViewer, LogMeIn, Atera RMM, RDP, SCCM and InTune.

Responsibilities

• Provide direct technical assistance to enterprise customers and support center agents, serving as the primary point of consultation and escalation for complex vPro product issues
• Partner with business Unit engineers, global support teams, and internal stakeholders to research, troubleshoot, and resolve technical issues while driving root cause analysis and corrective actions
• Develop and deliver comprehensive training programs and technical guidance to support centers and support teams to maintain current technical knowledge and capabilities
• Represent customer and support perspectives in product development meetings, gathering contact trends and providing data-driven recommendations to enhance user experience and product supportability
• Create reactive and proactive technical support content for public-facing platforms, enabling customers to resolve issues independently while evangelizing software tools and technologies
• Partner with customers, ecosystem vendors, and open-source communities to optimize Intel product capabilities
• Serve as a trusted technical advisor to drive Intel value across multiple disciplines (Enterprise, Cloud, AI, etc.), delivering competitive benchmarks and identifying key workloads for future product requirements

Benefits

• We offer a total compensation package that ranks among the best in the industry. It consists of competitive pay, stock bonuses, and benefit programs which include health, retirement, and vacation.
• Find out more about the benefits of working at Intel.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees