Head of Advanced Support
Core
Build and lead the advanced support organization for DriveNets' AI Factory, solving critical multi-vendor hardware and software incidents for neocloud customers.
Role type
Senior leadership IC (Head of Advanced Support)
Builds
AI Factory support organization, escalation playbooks, and diagnostic knowledge base for AMD Helios platforms
Domain
AI infrastructure, high-scale networking, GPU clusters, data center hardware
Deliverable
client delivery
Required skills
Technical support leadership, multi-vendor incident management, GPU/AI cluster expertise, data center networking, RMA and hardware lifecycle management, crisis communication
Preferred skills
Experience at GPU/AI infrastructure vendors (NVIDIA, AMD, Dell), familiarity with AMD Instinct and ROCm
Technologies
AMD Helios, GPU servers, Ethernet/RDMA, RoCE, BGP/EVPN
Responsibilities
Hire and lead Tier 3 engineers, design support operating models and escalation paths, own critical multi-vendor incidents, drive post-incident reviews and knowledge base updates, manage RMA and spares strategy, represent support in pre-sales and customer onboarding
Seniority
Senior, hands-on leader building a new function
