Software Enabling and Optimization Engineer

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.

Requirements

• 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.
• 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.
• 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

Benefits

Additional Information

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.

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