Software Enabling and Optimization Engineer

Job Title

Software Enabling and Optimization Engineer

Role Summary

Serve as a Global Product Support Engineer within the Sales and Marketing Group (SMG), providing technical support and platform troubleshooting to customers and partners. The role focuses on diagnosing system- and driver-level issues, coordinating cross-functional resources, and improving customer experience through timely resolution and process improvements.

Experience Level

Senior level; requires substantial hands-on experience. The posting specifies 7+ years of relevant work experience.

Responsibilities

Provide customer-facing technical support and platform enablement across hardware and software stacks.

• Respond to customer inquiries across multiple channels and maintain accurate records in support systems.
• Diagnose and resolve platform issues using CRM, knowledge bases, and debugging tools; escalate when necessary.
• Investigate root causes for systemic issues and recommend process or product improvements.
• Collaborate with internal teams and external service providers to drive issue resolution and delivery of fixes.
• Prepare reports and status updates during escalations and provide training to stakeholders as needed.
• Monitor digital platforms for customer complaints and provide timely, appropriate responses.

Requirements

Key technical and professional requirements. Degree details are listed under Education Requirements below.

• Minimum 7+ years of hands-on troubleshooting, system diagnosis and debugging experience.
• Proficiency with customer support tools (CRM, knowledge databases) and tracking support metrics.
• Ability to analyze customer data, identify trends, and apply structured problem-solving.
• Strong technical product knowledge and familiarity with customer support processes.
• Essential soft skills: customer focus, ownership, self-motivation, teamwork, analytical thinking, and clear communication.
• Preferred: experience diagnosing kernel panics, BSODs, system hangs, resume failures, and device enumeration issues.
• Preferred: hands-on experience with driver development/debugging for subsystems (storage, networking, I2C, GPIO, audio, camera) and high-speed interfaces (PCIe, USB/Type-C, SPI).
• Preferred: understanding of power states (C-state, S0ix, S3/S4), thermal behavior, and performance tuning.
• Preferred: experience with signal/protocol analysis tools and familiarity with Intel x86 platform architecture; firmware/BIOS debugging is a plus.

Education Requirements

Bachelor's degree in Computer Science, Computer Engineering, Software Engineering or a related field, or equivalent practical experience. The posting also notes that requirements may be met through a combination of industry experience, internships, or relevant coursework.

About the Company

Company: Intel Corporation

Headquarters: Santa Clara, California, USA

Intel Corporation is a leading multinational technology company known for its innovative semiconductor solutions, including microprocessors, artificial intelligence accelerators, and memory products. Headquartered in the United States, Intel focuses on cutting-edge technology and a collaborative working environment, driving advancements in semiconductor manufacturing to meet global demands. The company emphasizes professional development and aims to shape the future of technology through groundbreaking designs.