Systems Support Specialist 1

Support TechnicianThe Support Specialist will provide technical support and issue resolution for AMD Ryzen 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 AMD AI software ecosystem, including ROCm.Key ResponsibilitiesCustomer & Partner SupportServe as the primary technical contact for customer-reported Ryzen 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 reportsDevelop collateral about common issues and issue trendsPlatform SupportSupport Ryzen AI Halo systems running:Microsoft WindowsLinux distributions (RexOS, Debian, Ubuntu etc.)Troubleshoot platform-level issues involving:CPUIntegrated GPUNPU (Neural Processing Unit)Memory subsystemPower and thermal managementBIOS/UEFIAI Software Stack SupportSupport deployment and optimization of AI workloads on Ryzen AI Halo platforms.Assist customers with AMD AI software ecosystem setup and validation.Troubleshoot issues involving:ROCmPyTorchHugging Face modelsAMD Ryzen AI SoftwareAnalyze workload compatibility, model execution failures, and performance bottlenecks.Debugging & Root Cause AnalysisCollect 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 Qualifications3+ 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 QualificationsExperience with AMD 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.