Job Description

Job Description

This position is associated with the sale of Intel's NAND memory and storagebusiness to SK hynix (You can read more about the transaction in the press release - https://newsroom.intel.com/wp-content/uploads/sites/11/2020/10/nand-memory-news-q-a.pdf). The transaction will enhance the resources and potential of the business' storage solutions, including client and enterprise SSDs, in the rapidly growing NAND Flash space amid the era of big data.

This is an exciting time to join the NAND Products and Solutions Group (NPSG) Sales & Marketing team as a Product Support Engineer to work with global customers on the most advanced 3D NAND and solid-state drive (SSD) technology portfolios in the world. As the global leader in the semiconductor industry, Intel possesses industry-leading SSD technologies like our amazing Quadruple Level Cell (QLC) NAND products.

As a Product Support Engineer, you will be part of a world-class technical team driving integration and adoption of leading-edge technologies by tech giants and notable upstarts alike while supporting customer business at SK Hynix.

Do you possess the enthusiasm to improve Customer Experience? Do you enjoy working with customers? Do you have the energy and creativity to interpret the Voice of the Customer and drive enhancements to improve User experience? If yes, then this is your opportunity! Become a Worldwide Product Support Engineer and exercise your technical expertise, program management skills, and creative abilities in support of Intel's Data Center Drives.

This position aligns to Phase 1 of the transaction, which includes the 3DNAND enterprise and client SSD business. Phase 1 is expected to close in late 2021, subject to regulatory approvals and other customary conditions. At deal close, all employees aligned to this phase of the transaction will transition to SK Hynix.

Responsibilities include but, are not limited to:
Monitor issue tracking tool for incoming escalations from Contact Centers.

Replication and resolution of customer issues.

Research and respond to customer questions.

Escalate suspected bugs/issues to Business Unit (BU) engineers.

Recommend improvements to product, docs, support environment, and customer experience.

Engage in BU support meetings.

Contribute to support/develop documentation/FAQs/How-to collateral.

Deliver training for how-tos, BKMs, major release update knowledge sharing.

Supervise contact centers and ensure process efficiency, correct prioritization, bandwidth balancing and appropriate training and expertise.

Qualifications

Education:

Bachelor of Science in Electrical, Computer Engineering, Computer Science, or related discipline.

Minimum Required Qualifications:

3+ years of experience in the following areas:

* Direct experience with systems and/or platforms, especially system debugging and issue management.
* SATA, PCI Express, storage and related computing technologies.
* Data center including: Hardware, BIOS, Server assembly, OS and apps installation and running performance tests.
* Operating system Linux SuSe, CentOS, RHEL, Ubuntu, Windows 2016, 12, 08 and client OS Windows 10, 8 and 7.
* Drivers and installation of sub-system components.
* RAID Configuration LSI / HP Controllers.
* Working in a multi-level customer support organization, accepting and submitting escalations, working with customer documentation.
* Solid-state drives, managing and debugging tools, interfaces.

Additional Preferred Qualifications:

* Working/managing call/contact centers.
* Data center enterprise and/or cloud architectures, customer use cases, deployment models, storage architectures and/or other complex systems.

Inside this Business Group
Non-Volatile Solutions Memory Group: The Non-Volatile Memory Solutions Group is a worldwide organization that delivers NAND flash memory products for use in Solid State Drives (SSDs), portable memory storage devices, digital camera memory cards, and other devices. The group is responsible for NVM technology design and development, complete Solid State Drive (SSD) system hardware and firmware development, as well as wafer and SSD manufacturing.

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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