Systems Support Specialist 1

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. This position requires strong troubleshooting skills spanning hardware, firmware, drivers, operating systems, and the *** AI software ecosystem, including ROCm.

Position Summary
The Support Specialist will provide technical support and issue resolution for AI Halo 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.

Key Responsibilities
Customer & Partner Support
Serve as the primary technical contact for customer-reported AI Halo platform issues.
Analyze and resolve hardware, software, BIOS, driver, and application-related issues.
Monitor inbox/ticket system and reproduce customer-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
Support  AI Halo systems running:
Microsoft Windows
Linux distributions (RexOS, Debian, Ubuntu etc.)
Troubleshoot platform-level issues involving:
CPU
Integrated GPU
NPU (Neural Processing Unit)
Memory subsystem
Power and thermal management
BIOS/UEFI

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

Debugging & Root Cause Analysis
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.

Required Qualifications
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 customer communication skills.

Preferred Qualifications
Experience with *** platforms, 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.