HPC Product Support Engineer
Location:
Allentown , Pennsylvania
Posted:
January 12, 2017
Reference:
810050
The HPC Product Support Engineer is responsible for customer support of Intel Technical Computing Group fabric products (Omni-Path). This position plays a key role as the primary post-sales support contact / expert representing Intel in the eyes of Intel's customers while enabling Intel technology and product introductions. This position works directly with OEMs and end-customers to identify issues they are having and resolve them in a timely manner. The support engineer is also responsible for triaging and replicating customer issues, working with development teams to communicate severe issues, and coordinating the technical resources required to resolve problems.

Responsibilities include (but are not limited to):
  • Provide professional high quality customer support on Intel Fabric products.
  • Diagnose and troubleshoot HPC customer technical problems.
  • Manage incoming customer support issues (via emails, portal postings, or phone calls), escalating when necessary based on documented procedures.
  • Support OEMs and/or integrators with new cluster testing and acceptance.
  • Perform related and other duties as required.
  • Manage the overall customer relationship ensuring Intel's brand image for product quality and support.
  • Work with SMG and/or internal partners to set the strategic support direction.
  • Complete technology enabling, NPI and volume ramp support, customer satisfaction feedback, issue escalation support, returns management, issue and excursion management/support and project management.

Qualifications:
Minimum Skills/Experience
  • Bachelor's degree in engineering, computer science, or related discipline;OR five years of equivalent experience in training, hardware or software development, validation, or technical support.
  • 3 years of experience in network configuration and troubleshooting.
  • Prior experience in training, hardware or software development, validation, or technical support.
  • Ability to analyze, breakdown, understand complex problems and communicate solutions effectively is required
  • Solid project management skills, leadership capability, and customer orientation are critical, as well as possessing initiative and a strong commitment to task are a must.
Preferred Skills/Experience

  • 2 years of experience developing or troubleshooting Linux device drivers.
  • 3 years of experience with the installation, configuration and administration of enterprise Linux servers, and/or Unix in clustered environments.
  • 3 years of related HPC experience (administration, support, etc.).
  • 2 years of experience developing or troubleshooting Linux device drivers.
  • Knowledge of parallel programming (preferably with MPI)
  • Programming experience with C, C , and/or Fortran, as well as knowledge of Linux scripting.
  • 3 years of experience with more than one Operating System.
  • InfiniBand experience a plus.
  • Ability to work with and drive action in multiple groups across worldwide locations



A little about us:
Our vision is simple and direct. If it computes, it does it best with Intel. We embrace all aspects of computing.

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