AI Platform Support Engineer

Trilyon, Inc.; Austin (TX); On-site; USD 70,000 - 100,000; Full time

Job summary

Trilyon, Inc. is seeking a technical support specialist to serve as the primary contact for Ryzen AI Halo platform issues. You will analyze hardware, software, BIOS, and driver problems, coordinate with engineering, and guide customers on configuration and best practices.

The role involves monitoring tickets, reproducing defects in lab environments, and delivering high customer satisfaction while generating ongoing issue-trend reports for product improvement.

Qualifications

• 3+ years of technical support, system validation, or software support experience.
• Strong knowledge of Windows, Linux, and x86 platform architecture.
• Experience with Python, Bash, or PowerShell scripting.
• Excellent troubleshooting and customer communication skills.

Responsibilities

• Serve as the primary technical contact for customer-reported Ryzen AI Halo platform issues.
• Analyze and resolve hardware, software, BIOS, driver, and application-related issues.
• Monitor inbox/ticket system and reproduce customer-reported defects in internal lab environments.
• Manage support cases through closure while maintaining high customer satisfaction.
• Provide technical guidance on platform configuration, performance tuning, and best practices.
• Generate weekly reports
• Develop collateral about common issues and issue trends

Skills

Troubleshooting

Customer communication

System architecture

Scripting

Tools

Docker

PyTorch

TensorFlow

ROCm

BIOS/UEFI

Job description

Trilyon, Inc. is seeking a technical support specialist to serve as the primary contact for Ryzen AI Halo platform issues. You will analyze hardware, software, BIOS, and driver problems, coordinate with engineering, and guide customers on configuration and best practices.

The role involves monitoring tickets, reproducing defects in lab environments, and delivering high customer satisfaction while generating ongoing issue-trend reports for product improvement.