Product Support Engineer

Job Details:

Job Description: 

The role is for a Product Support Engineer for Intel Customer Support (ICS). ICS is part of the Global Support Services (GSS) organization under SMG. As a Product Support Engineer (PSE), you will be responsible to provide technical support for Intel’s Datacenter Accelerator products assisting local OEMs in the design, verification and qualification of systems to run Intel’s accelerator products (Intel® Gaudi 3 and future generations).

The position requires the ability to work with our worldwide contact center teams, 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 successful candidate must possess the ability to independently develop and implement technical and business solutions when presented with a complex issue in and around the products, services and business operations the candidate will be supporting. Managing multiple schedules to ensure timely completion of several independent projects will be required.

Additional duties include managing the overall support health of the product being supported, will often be involved with SMG and/or internal partners to set the strategic support direction. Responsibilities may include Technology enabling, New Product Introduction and volume ramp support, customer satisfaction feedback, issue escalation and excursion management/support and project management.

Technical skillset required for this position include the following:

• Advanced working knowledge of server technology, including setup and configuration of hardware ingredients up to the software operating system level.

• Working knowledge of BIOS, Firmware, server management applications and remote management capabilities.

• Knowledge of the PCI-Express architecture and speed negotiation. Ability to troubleshoot PCI issues, knowledge in the standards of the PCI specification.

• Working knowledge on power thermal management, power supply specifications

• Ability to read and interpret hardware level system event logs, perform firmware updates using update utilities.

• Operating system knowledge on Linux is required, being able to run, extract and interpret logs utilizing supported Intel utilities to recommend a resolution. 

• The position will be required to work across GEO boundaries to support our Worldwide Contact Center and Business Units and may require occasional domestic or international travel.

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.

• Fluent in Mandarin, both spoken and written

• Strong English verbal and written communication skills

• Bachelor's Degree in Electrical/Computer/ Electronic Engineering, Computer Science or directly related field with 5+ years of relevant experience in one, or more of the following areas

• Knowledge of Intel architecture systems, chipsets or accelerators

• Validation and debug, signal integrity analysis, power/thermal management, or printed circuit board design

• Experience with interfaces like PCI-Express, DDR5 memory interface, SMBUS OR JTAG

Preferred Qualifications:

• Knowledge of PCIe/GPU/Accelerator subsystem, including both PCIe HW and driver, firmware, manageability

• Working directly with customers (LOEMs) and/or providing technical support for a product

• Influencing, and working with multiple engineering and business teams

• Platform schematic and/or printed circuit board layout tools and methodologies

• Some experience with platform testability architecture and tools i.e. JTAG/BDSL, C-scripts would be a plus

• Experience with Intel Signal Integrity simulation

• Requirements listed would be obtained through a combination of industry relevant job experience, internship experiences and or schoolwork/classes/research.

Job Type:Experienced Hire

Shift:Shift 1 (Malaysia)

Primary Location: Malaysia, Penang

Additional Locations:Taiwan, Taipei

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.