Escalation engineering jobs

We are looking for a hands-on leader to build DriveNets’ advanced support organization for the AI Factory. Your organization sits between the customer, our own R&D and AMD and its partners.

Responsibilities

Hire and lead T3 engineers (compute/GPU, fabric, software stack), and define the profiles, specializations and on-call model.
Design the support operating model end to end: severity definitions, SLAs, escalation paths from T2 to T3 to T4 (DriveNets R&D, AMD, hardware partners), and handoffs with case managers and TAMs.
In year one, lead a team that covers T2-level work as well as Helios knowledge is being built, and plan the move to a mature model where most issues are resolved at the first line through ACO.
Be the escalation owner for critical and multi-vendor incidents: run war rooms, coordinate AMD and partner engineering, and own customer communication until resolution.
Run post-incident reviews and make sure fixes reach product, firmware, service packs and the Diagnostics library.

Requirements

Nice to have: NVIDIA
Nice to have: AMD
Nice to have: Dell
Nice to have: HPE
Nice to have: Supermicro

Skills

technical support escalation engineering

Escalation engineering jobs

Responsibilities

Requirements

Skills

Compensation

Responsibilities

Requirements

Skills

Responsibilities

Requirements

Skills

Benefits