AI Platform Support Engineer

Pay Range: $41.64hr - $46.64hr

Job Overview:

The Support Specialist will provide technical support and issue resolution for AI platforms across Windows and Linux operating systems. This role serves as a key interface between customers, field engineering teams, software developers, and hardware engineering organizations to diagnose and resolve platform, driver, AI framework, and application issues. The ideal candidate will have experience supporting x86 platforms, AI/ML software environments, GPU computing technologies, and operating system-level debugging. This position requires strong troubleshooting skills spanning hardware, firmware, drivers, operating systems, and the AI software ecosystem, including ROCm.

Responsibilities:

The candidate will serve as the primary technical contact for reported platform issues, analyzing and resolving hardware, software, BIOS, driver, and application-related issues. The successful candidate will monitor ticket systems and reproduce reported defects in internal lab environments, managing support cases through closure while maintaining high satisfaction levels. The role involves providing technical guidance on platform configuration, performance tuning, and best practices, as well as generating weekly reports and developing collateral regarding common issues and trends.

• Serve as the primary technical contact for reported platform issues.
• Analyze and resolve hardware, software, BIOS, driver, and application-related issues.
• Monitor inbox/ticket system and reproduce reported defects in internal lab environments.
• Manage support cases through closure while maintaining high customer satisfaction.
• Provide technical guidance on platform configuration, performance tuning, and best practices.
• Generate weekly reports.
• Develop collateral about common issues and issue trends.

Platform Support:

The candidate will support systems running Microsoft Windows and various Linux distributions such as RexOS, Debian, and Ubuntu. Responsibilities include troubleshooting platform-level issues involving the CPU, Integrated GPU, NPU (Neural Processing Unit), memory subsystem, power and thermal management, and BIOS/UEFI.

• Support systems running Microsoft Windows and Linux distributions (RexOS, Debian, Ubuntu etc.).
• Troubleshoot platform-level issues involving CPU, Integrated GPU, and NPU (Neural Processing Unit).
• Manage issues related to the memory subsystem, power and thermal management, and BIOS/UEFI.

AI Software Stack Support:

The successful candidate will support the deployment and optimization of AI workloads on specific platforms, assisting with software ecosystem setup and validation. The candidate will troubleshoot issues involving ROCm, PyTorch, Hugging Face models, and AI software, while analyzing workload compatibility, model execution failures, and performance bottlenecks.

• Support deployment and optimization of AI workloads on platforms.
• Assist with AI software ecosystem setup and validation.
• Troubleshoot issues involving ROCm, PyTorch, Hugging Face models, and AI Software.
• Analyze workload compatibility, model execution failures, and performance bottlenecks.

Debugging & Root Cause Analysis:

The candidate will collect and analyze logs, traces, dumps, and telemetry data to perform issue isolation across hardware, firmware, drivers, operating systems, and AI frameworks. The role requires identifying root causes and working with engineering teams to deliver fixes, escalating product defects with clear technical documentation and reproducible test cases.

• Collect and analyze logs, traces, dumps, and telemetry data.
• Perform issue isolation across hardware, firmware, drivers, operating systems, and AI frameworks.
• Identify root causes and work with engineering teams to deliver fixes.
• Escalate product defects with clear technical documentation and reproducible test cases.

Requirements:

• 3+ years of technical support, system validation, or software support experience.
• Strong knowledge of Windows, Linux, and x86 platform architecture.
• Experience with Python, Bash, or PowerShell scripting.
• Excellent troubleshooting and communication skills.

Preferred Qualifications:

• Experience with ROCm, GPU/NPU compute, and AI/ML frameworks.
• Familiarity with PyTorch, TensorFlow, Docker, and AI model deployment.
• Knowledge of BIOS/UEFI, device drivers, and performance analysis tools.