Head of Advanced Support

DRIVENETS•Middletown Township, NJ

1d•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 problems are solved, serving as the bridge between customers, DriveNets R&D, AMD, and AMD’s partners. The leader will hire the team, define support playbooks and operating standards, and take direct ownership of critical cases. The initial team is three Tier 3 engineers, with plans to grow as the customer base expands. During the first year, the role also covers Tier 2-level work while Helios platform knowledge and support processes are established. The position will shape end-to-end support operations, including severity definitions, SLAs, escalation paths, on-call coverage, case handoffs, incident reviews, RMA processes, and service-health reporting. It will guide the use of DriveNets’ AI Cluster Orchestrator (ACO), including its Care and Performance & Reliability capabilities, and develop a validated Diagnostics library based on field experience. The role will also build technical collaboration with AMD’s Helios teams, participate in customer onboarding and design-partner reviews, and represent support in pre-sales discussions about maintenance and support scope and SLAs. The position is based in the US and requires travel to customer sites and to R&D in Israel. The first production AI Factory deployments are planned for early 2027. Success in the first year includes having a staffed, trained, on-call support team and documented vendor escalation paths in place; resolving critical incidents within SLA; reducing no-fault-found returns and time to pinpoint issues; and creating a measured plan to shift more resolutions to first-line support as the platform and knowledge mature.

Requirements

12+ years in technical support, escalation engineering, or field engineering for data-center infrastructure, including 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 other areas to lead experts across all three.
Track record of running multi-vendor incidents and owning the customer outcome without owning every component.
Experience setting up or scaling a support function, including tiers, SLAs, on-call, 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 (e.g. NVIDIA, AMD, Dell, HPE, 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 tooling such as ServiceNow, Jira, or Zendesk.
Experience using AI agents and automation to scale a support organization.

Responsibilities

Hire and lead Tier 3 engineers covering compute/GPU, fabric, and software stack; define team profiles, specializations, and the on-call model.
Design the end-to-end support operating model, including severity definitions, SLAs, escalation paths from Tier 2 to Tier 3 to Tier 4, and handoffs with case managers and TAMs.
During the first year, lead a team that also covers Tier 2-level work and plan the transition to a mature model where ACO enables most issues to be resolved at first line.
Own escalation for critical and multi-vendor incidents, run war rooms, coordinate AMD and partner engineering, and manage customer communication through resolution.
Lead post-incident reviews and ensure fixes reach the product, firmware, service packs, and Diagnostics library.
Work with logistics on RMA decisions, spares positioning, and vendor back-to-back service agreements, focusing on reducing no-fault-found returns.
Act as the primary internal customer of Care and Performance & Reliability: define requirements, validate workflows, and turn field experience into 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 occurrence across the fleet.
Build a technical relationship with AMD 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 concerning 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.
Establish a staffed, trained, on-call advanced support team and documented escalation paths to AMD and partners for initial AI Factory customers.
Create and execute a measured plan to shift more issues toward first-line resolution as the platform and support knowledge mature.