Head of Advanced Support

This is a fully remote position, open to applicants in New Jersey.

📋 Description

• Establish DriveNets’ advanced support organization for the AI Factory.

• Report directly to the CTO of the AI group.

• Recruit and manage Tier 3 engineers across the compute/GPU, fabric, and software stack.

• Define team profiles, specializations, and the on-call model.

• Design the comprehensive support operating model, encompassing severity definitions, SLAs, escalation paths, and handoffs.

• Lead Tier 2-level work during the initial year while building Helios knowledge.

• Act as the escalation owner for critical and multi-vendor incidents.

• Conduct war rooms, coordinate with AMD and partner engineering, and manage customer communication until resolution.

• Facilitate post-incident reviews and ensure that fixes are implemented in products, firmware, service packs, and the Diagnostics library.

• Collaborate with logistics on RMA decisions, spare parts positioning, and vendor service agreements.

• Define requirements and validate workflows for Care and Performance & Reliability.

• Oversee the field-facing Diagnostics process and confirm new failure signatures.

• Develop a technical relationship with AMD’s Helios support and engineering teams.

• Provide customers with a trusted technical owner through Technical Account Managers (TAMs).

• Participate in customer onboarding, design-partner reviews, and pre-sales discussions.

• Report on service health metrics such as CSAT, resolution time, detection/pinpoint/resolution times, NFF rate, and trends in repeat issues.

⛳️ Requirements

• Over 12 years of experience in technical support, escalation engineering, or field engineering for data-center infrastructure.

• More than 5 years of experience leading senior support or escalation teams.

• In-depth hands-on experience with at least one of the following: GPU servers and accelerators, HPC/AI clusters, or data-center networking (Ethernet/RDMA, RoCE, BGP/EVPN).

• Sufficient fluency in GPU servers and accelerators, HPC/AI clusters, and data-center networking to lead experts across all three areas.

• Proven track record of managing multi-vendor incidents while ensuring positive customer outcomes.

• Experience in establishing or scaling a support function, including tiers, SLAs, on-call duties, knowledge management, and KPIs.

• Strong experience in RMA and hardware lifecycle management, including failure analysis, spare parts strategy, and NFF reduction.

• Exceptional written and verbal communication skills.

• Ability to maintain composure and credibility with customer executives during outages.

• Willingness to travel to customer sites and R&D facilities in Israel.

• Experience in support or field leadership at a GPU/AI infrastructure company, networking vendor, or neocloud/GPU cloud provider.

• Familiarity with AMD Instinct, ROCm/RCCL, or rack-scale AI systems.

• Experience with on-premises or air-gapped environments and support tools such as ServiceNow, Jira, or Zendesk.

• Familiarity with utilizing AI agents and automation to scale a support organization.

🏝️ Benefits

• Ground-floor opportunity in a new business.

• Direct impact on the development of the AI Cluster Orchestrator (ACO) product.

• Chance to collaborate with AMD’s engineering teams on a cutting-edge platform.

• Opportunity to influence the operational and support framework for AI factories built on AMD technologies.