Head of Advanced Support

Drivenets•Middletown, NJ

23h•Remote

About The Position

DriveNets is seeking a hands-on leader to build and lead its advanced support organization for the AI Factory. Reporting to the CTO, AI group, this role owns how complex customer issues are resolved, working across customers, DriveNets R&D, AMD, and AMD’s partners. The role will hire the team, establish support playbooks and operating standards, and serve as the senior engineer on critical cases during the initial build phase. The initial team is planned to include three Tier 3 engineers, with growth as the customer base expands. The first year combines organizational build-out with hands-on support, including T2-level work while knowledge of AMD’s new Helios platform is developed. The leader will establish a path toward a mature support model in which more issues are resolved at first line through the AI Cluster Orchestrator (ACO). The role will also shape ACO’s Care and Performance & Reliability capabilities and the shared Diagnostics library based on field experience. The position supports AI Factory deployments that DriveNets plans to begin in early 2027. It includes travel to customer sites and to R&D in Israel. The role is a ground-floor opportunity to define how AI factories built on AMD are operated and supported, collaborate with AMD engineering teams on a new platform, and influence ACO.

Requirements

12+ years in technical support, escalation engineering, or field engineering for data-center infrastructure.
5+ years leading senior support or escalation teams.
Hands-on depth in at least one of GPU servers and accelerators, HPC/AI clusters, or data-center networking (Ethernet/RDMA, RoCE, BGP/EVPN), and sufficient fluency in the others to lead experts across all three.
Track record of managing multi-vendor incidents and owning customer outcomes without owning every component.
Experience establishing or scaling a support function, including tiers, SLAs, on-call coverage, knowledge management, and KPIs.
Strong RMA and hardware-lifecycle experience, including failure analysis, spares strategy, and NFF reduction.
Excellent written and verbal communication skills, with the ability to remain calm and credible with customer executives during an outage.
Willingness to travel to customer sites and to R&D in Israel.

Nice To Haves

Support or field leadership experience at a GPU/AI infrastructure company such as NVIDIA, AMD, Dell, HPE, or Supermicro; a networking vendor; or a 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.
Experience using AI agents and automation to scale a support organization.

Responsibilities

Build and lead the advanced support organization; hire and lead Tier 3 engineers across compute/GPU, fabric, and software-stack specialties, and define team profiles and the on-call model.
Design the end-to-end support operating model, including severity definitions, SLAs, escalation paths from T2 to T3 to T4, and handoffs with case managers and TAMs.
Lead T2-level work during the first year while Helios knowledge is being developed, and plan the transition to a mature model with greater first-line resolution through ACO.
Own escalations for critical and multi-vendor incidents, run war rooms, coordinate AMD and partner engineering, and manage customer communications through resolution.
Run post-incident reviews and ensure fixes are reflected in product, firmware, service packs, and the Diagnostics library.
Work with logistics on RMA decisions, spares positioning, and vendor back-to-back service agreements, with a focus on reducing no-fault-found returns.
Represent support as the internal customer of Care and Performance & Reliability; define requirements, validate workflows, and provide field-based roadmap input.
Own the field-facing Diagnostics process: ensure new failure signatures are documented, referenced, and validated with CRE before customer release, and track their fleet-wide occurrence.
Build technical working relationships with AMD’s Helios support and engineering teams, including joint training, shared diagnostics, and aggregated field feedback.
Through TAMs, ensure each AI Factory customer has a trusted technical owner familiar with its sites, clusters, and history.
Participate in customer onboarding and design-partner reviews, and represent support in pre-sales discussions about M&S scope and SLAs.
Report service health to leadership using CSAT, resolution time by severity, mean time to detect, pinpoint, and resolve, NFF rate, and repeat-issue trends.
Ensure first AI Factory customers go live with a staffed, trained, on-call advanced support team and documented escalation paths to AMD and partners.
Establish measurable plans to reduce NFF and time to pinpoint and shift more issues toward first-line resolution as the platform and knowledge mature.