IT - Systems Support Specialist
ExcelGens, Inc.
Job Title: Platform Support Technician
Location: Austin, TX - Onsite
Contract: 12 Months Position Summary
We are looking for a Platform Support Technician to provide technical support and issue resolution for advanced AI computing platforms across Windows and Linux environments. This role works closely with customers, field engineering, software developers, and hardware engineering teams to diagnose and resolve hardware, driver, operating system, and AI application issues.
Key Responsibilities-
Troubleshoot hardware, software, OS, driver, BIOS, and application-related issues.
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Support systems running Windows and Linux distributions.
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Troubleshoot CPU, integrated GPU, NPU, memory, power/thermal, and platform issues.
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Support AI workload deployment and optimization.
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Troubleshoot AI frameworks, model execution failures, and performance issues.
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Work with technologies such as ROCm, PyTorch, Hugging Face, and AI software platforms.
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Collect and analyze logs, traces, dumps, and system telemetry.
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Perform root-cause analysis across hardware, firmware, drivers, operating systems, and AI frameworks.
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Reproduce customer issues in lab environments and document clear troubleshooting steps.
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Escalate product defects to engineering teams with detailed technical documentation.
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Manage support cases through resolution and communicate effectively with customers and technical teams.
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Prepare reports and documentation covering common issues and issue trends.
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3+ years of experience in technical support, system validation, or software support.
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Strong knowledge of Windows, Linux, and x86 platform architecture.
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Experience with Python, Bash, or PowerShell scripting.
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Strong troubleshooting, problem-solving, and customer communication skills.
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Experience with Intel or AMD platforms.
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Experience with GPU/NPU computing and AI/ML environments.
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Familiarity with ROCm, PyTorch, TensorFlow, Docker, or AI model deployment.
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Knowledge of BIOS/UEFI, device drivers, and performance analysis tools.
Loc
Vacancy posted 1 day ago
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