Global Product Support Engineer - Discrete Graphics

Folsom, CA 95630
  • Job Code
Job Description

Do you have the passion to keep up with the latest and greatest capabilities of Intel's graphics products and how they're being used with gamers, content creators and media streamers?

Do you enjoy triaging/troubleshooting and influencing resolution to technical issues and then partnering with business engineering and marketing partner for prioritization?

Do you possess enthusiasm to analyze issue and User Experience trends and improve Customer Experience with Intel Products? If yes, then this is your opportunity.

As a Global Customer Success (GCS) Product Support Engineer (PSE), Intel customers are our business.

We are customer obsessed. Become a global Product Support Engineer and exercise your technical expertise, program management skills, and creative abilities in support of Intel graphics. Work with a variety of teammates around the world and also extended business engineering and marketing partners.

Responsibilities may include all or some of the following frequently:

  • Providing Level 4 technical support for integrated, discrete graphics and related software and apps from Level 3 peers (as originated from customers).

  • Work with peers to research, troubleshoot, duplicate, and resolve technical issues.

  • Represent the customers technical needs as you interact with business unit engineering and marketing on issue prioritization, characterization, root cause analysis and corrective actions that will enhance the customers' experience with Intel graphics.

  • Create competitive analysis from a technical perspective, as needed.

  • Gather and analyze post-launch customer contact trends and drive data and recommendations to business unit engineering and marketing to improve User Experience and Product Supportability in existing and future products. Write reactive and proactive technical support content for Intel's support website to enable customers to help themselves based on what you learn.

  • Develop and deliver and/or review training for Contact Center Agents and peers.

  • Develops solutions to problems utilizing formal education and judgement.

A successful candidate will demonstrate:

  • Ability to analyze, breakdown, understand complex problems and communicate solutions effectively

  • Strong verbal and written communication skills

  • Ability to work with and drive action in multiple groups across worldwide locations

  • Basic project management skills, leadership capability, as well as possessing initiative and a strong commitment to task are a must.

  • Customer orientation skills critical, Ability to manage customer expectations and balance customer requests with Intel's business needs.

  • Experience managing stakeholders to tight deadlines

  •  Proficient with English language skills (writing and speaking)


You must possess the below minimum qualifications 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 immigration sponsorship

Minimum Qualifications:

Bachelor's Degree (Computer Science, Computer Engineering or similar) with 4+ Years Experience, or Masters Degree in those areas of study with 3+ years of experience in:

  • IA Client Systems and PC integration, configuration, application and troubleshooting skills

  • Graphics Display installation, configuration and troubleshooting

  • Windows Client OS installation, configuration and troubleshooting

Preferred Qualifications:

  • 4 + years of Experience in:

-Technical customer support engagements with external customers or partners

-GPU and graphics driver performance monitoring and software issue and triaging.

  • 2+ years of experience in:

-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)

  • 3-6 months of experience in:

- Modern display interfaces (DP, HDMI. Thunderbolt)

-Difference between Integrated graphics card and discrete graphics cards

-Gaming enthusiast terms

-Social media experience and product forum participation supporting forum users would be also a plus.

-Experience with issue tracking management systems

-3-6 months Experience with metric dashboard

  • 1+ years of Experience writing technical articles for external audience/end customers is highly desirable.

Inside this 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.

Other Locations

US, Oregon, Hillsboro

Intel Corporation will require all new U.S. employees to be fully-vaccinated for Covid-19 as a condition of hire unless they have an approved accommodation in place under applicable law. Newly-hired employees will be required to provide proof of vaccination prior to their start date.

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.

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Global Product Support Engineer - Discrete Graphics

Folsom, CA 95630

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