Job Details:

Job Description:

The Role and Impact: As a Global Product Support Engineer within SMG Intel Customer Support Division, you will be at the forefront of Intel's customer experience, serving as a key point of contact for our clients and ensuring their needs are met with prompt, efficient, and professional service. Your work will have a direct impact on customer satisfaction, loyalty, and trust, which are critical to the success of Intel's business operations. This role provides an excellent opportunity to collaborate with cross-functional teams, influence customer-centric improvements, and contribute to Intel's reputation as a global leader in technology. Key Responsibilities: • Respond to incoming customer inquiries across multiple media and communication channels efficiently, ensuring compliance with Intel and regulatory standards. • Analyze customer needs to identify the appropriate course of action or resolution, escalating issues when necessary. • Manage customer support databases and tools, updating them with relevant technical issues and interactions to maintain accurate and actionable records. • Partner with internal teams and external service providers to resolve customer issues and maintain operational excellence. • Investigate and resolve customer platform issues using established processes and tools such as CRM systems, knowledge databases, and customer service metrics. • Analyze customer service data and feedback to identify root causes for systemic issues and recommend process improvements. • Provide comprehensive support during escalations, including preparing reports and status updates for managements. • Monitor and manage customer complaints on digital platforms, reaching out to offer timely and appropriate assistance. • Deliver training and education to internal and external stakeholders to enhance customer support processes and ensure alignment with service expectations. 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.

Qualifications:

Minimum Qualifications: • Bachelor's degree in either computer science, Computer Engineering, and Software Engineering relevant field or equivalent experience as per business needs. • Minimum 7+ years of working experience with hands on troubleshooting, system diagnosed and debugging. • Proficiency in customer support software and tools, including CRM systems and knowledge databases. • Demonstrated ability to analyze customer data, identify trends, and apply problem-solving techniques. • Strong technical product knowledge and expertise in customer support processes reflect Intel's commitment to exceptional customer engagement. Preferred Qualifications: • Proven experience in Embedded Linux (Yocto/Ubuntu/RHEL/RTOS) and Windows OS level, including kernel recompilation, driver enablement, and system-level debugging • Demonstrated ability to diagnose and resolve complex issues such as kernel panic, BSOD, system hangs, resume failures, and device enumeration across hardware/software stack • Hands-on experience with driver development/debugging for key subsystems (storage, networking, I2C, GPIO, audio, camera) and high-speed interfaces (PCIe, USB/Type-C, SPI) • Solid understanding of power states (C-state, S0ix, S3/S4), thermal behavior, and performance tuning including frequency scaling and workload optimization • Skilled in using industry and Intel-specific tools (IOMT, PTAT, System Debugger, protocol analyzers, oscilloscopes) for signal integrity, margin validation, and end-to-end platform stability • Strong proficiency in Intel x86 platform architecture; experience with firmware/BIOS debugging and troubleshooting is an added advantage. Requirements listed would be obtained through a combination of industry relevant job experience, internship experiences and or schoolwork/classes/research. This is your chance to make a meaningful impact on Intel's customer experience, apply today to join our team and help us deliver the highest levels of customer satisfaction. Essential Soft-Skill and Attributes: • Customer-Focused: Strong ownership and customer-oriented attitude mindset with commitment to customer success with empathy • Self-Motivated: Self-driven and results-oriented with ability to manage multiple complex tasks effectively • Collaborative: Excellent teamwork skills and adaptability to drive innovative solutions for customer design implementation challenges • Analytical and System Thinking: Strong analytical problem-solving capabilities for complex OEM/ODM designs • Communication: Effective communication skills with experience in collaboration, active listening, and providing constructive technical feedback for effective issue identification

Job Type:

Experienced Hire

Shift:

Shift 1 (Malaysia)

Primary Location:

Malaysia, Penang

Additional Locations:

Business group:

The Sales and Marketing Group (SMG) leverages the product portfolio to drive Intel's revenue growth and market expansion, blending strategic initiatives with dynamic sales efforts to capture and retain customers. SMG is responsible for empowering the sales force with tools and insights needed to close deals and build lasting customer relationships. Sales analytics and market research ensure strategies are both targeted and impactful. In SMG, disciplined execution, creativity, and ambition are celebrated, providing ample opportunities for career advancement and skill development.

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 Trust

N/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.

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ADDITIONAL INFORMATION: Intel is committed to Responsible Business Alliance (RBA) compliance and ethical hiring practices. We do not charge any fees during our hiring process. Candidates should never be required to pay recruitment fees, medical examination fees, or any other charges as a condition of employment. If you are asked to pay any fees during our hiring process, please report this immediately to your recruiter.

Software Enabling and Optimization Engineer