About this role
Intel is hiring a vPro Product Support Engineer to provide direct technical assistance to enterprise customers and support centers. You will troubleshoot complex vPro product issues, drive root cause analysis, and create training and proactive support content to improve user experience.
Key Responsibilities
- Provide direct technical assistance and escalation for complex Intel vPro issues
- Partner with engineers and stakeholders to research, troubleshoot, and resolve technical issues
- Develop and deliver training programs and technical guidance for support teams
- Create reactive and proactive technical support content for public-facing platforms
- Represent customer/support perspectives in product development meetings and deliver UX recommendations
Technical Overview
The role centers on enterprise system management with Windows Server (2019/2022/2026), including Active Directory, DHCP, DNS, and Microsoft SQL Server. You will also support networking/authentication and secure transport troubleshooting using 802.1x, Cisco NAC, Microsoft NPS, PKI Certificate Authorities, and TLS/cipher suites/certificate chains, with possible exposure to Azure/AWS and load balancers.
Ideal Candidate
The ideal candidate is a mid-level Product Support Engineer with 5+ years of experience in enterprise system management, including hands-on Windows Server administration and networking/authentication fundamentals. They can troubleshoot TLS, cipher suites, and certificate chains, and communicate clearly with enterprise customers and internal engineering teams to drive root cause analysis and corrective actions for Intel vPro products.
Must-Have Skills
Bachelor's degree in System EngineerComputer ScienceComputer EngineeringElectrical EngineeringSoftware Engineeringor related technical field5+ years of experience in enterprise system management.Experience with OSI modelExperience with Windows 20192022 and 2026 Server including: Active DirectoryDHCPDNSand Microsoft SQL Server.Experience with 802.1xCisco NACMicrosoft NPS and PKI Certificate Authorities.Practical hands-on experience troubleshooting TLScipher suites and certificate chains to ensure a secure transport layer.
Nice-to-Have Skills
Working knowledge of deploying infrastructure in the cloud and cloud-native apps in Azure and AWS.Application and Network Load BalancersRemote client endpoint management experience a plus.Experience working with end customers consulting on infrastructure issues and resolution
Tools & Platforms
Windows 2019Windows 2022Windows Server 2026Active DirectoryDHCPDNSMicrosoft SQL Server802.1xCisco NACMicrosoft NPSPKI Certificate AuthoritiesTLScipher suitesAzureAmazon Web ServicesApplication and Network Load Balancers
Required Skills
enterprise system managementOSI modelWindows 2019Windows 2022Windows 2026 ServerActive DirectoryDHCPDNSMicrosoft SQL Server802.1xCisco NACMicrosoft NPSPKI Certificate AuthoritiesTLScipher suitescertificate chainstechnical troubleshootingtraining programstechnical support contentAzureAmazon Web ServicesApplication and Network Load Balancers
Hard Skills
enterprise system managementOS I modelOperating systemsWindows Server 2019Windows Server 2022Windows Server 2026Active DirectoryDHCPDNSMicrosoft SQL Server802.1xCisco NACMicrosoft NPSPKI Certificate AuthoritiesTLScipher suitescertificate chainssecure transport layerroot cause analysistechnical troubleshootingtraining programstechnical guidancetechnical support contentdata-driven recommendationsAzureAmazon Web Servicescloud-native appsApplication and Network Load Balancersremote client endpoint managemententerprise customers support
Soft Skills
customer support skillscreative abilitiescommunicationcollaboration with business unit engineerspartnering with global support teams and internal stakeholdersrepresenting customer and support perspectives in product development meetingsdriving root cause analysis and corrective actions
Keywords for Your Resume
vPro Product Support EngineerProduct Support Engineer(PSE)Intel vProenterprise customerssupport center agentstechnical assistanceroot cause analysiscorrective actionstraining programstechnical guidancepublic-facing platformstechnical support contentdata-driven recommendationsUser Experience (UX)Voice of the Customerenterprise system managementOSI modelWindows 2019Windows 2022Windows 2026Active DirectoryDHCPDNSMicrosoft SQL Server802.1xCisco NACMicrosoft NPSPKI Certificate AuthoritiesTLScipher suitescertificate chainssecure transport layerAzureAmazon Web ServicesApplication Load BalancersNetwork Load Balancers
Deal Breakers
Not eligible for Intel's immigration sponsorship (No visa sponsorship), Must have 5+ years of experience in enterprise system management, Must have experience with OSI model and Windows Server 2019, 2022, and 2026, Must have hands-on troubleshooting experience for TLS, cipher suites, and certificate chains
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