System Support Specialist

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

Key Responsibilities

Customer & Partner Support

• 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

Platform Support

• Microsoft Windows
• Troubleshoot platform-level issues involving:
• CPU
• Integrated GPU
• Memory subsystem
• Power and thermal management
• BIOS/UEFI

AI Software Stack Support

• Support deployment and optimization of AI workloads on Ryzen AI Halo platforms.
• Assist customers with AMD AI software ecosystem setup and validation.
• Troubleshoot issues involving:
• ROCm
• PyTorch
• Hugging Face models
• Analyze workload compatibility, model execution failures, and performance bottlenecks.
• Collect and analyze logs, traces, dumps, and telemetry data.
• Perform issue isolation across hardware, firmware, drivers, operating systems, and AI frameworks.
• Identify root causes and work with engineering teams to deliver fixes.
• Escalate product defects with clear technical documentation and reproducible test cases.

Required 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.

Preferred Qualifications

• Experience with platforms, ROCm, GPU/NPU compute, and AI/ML frameworks.
• Familiarity with PyTorch, TensorFlow, Docker, and AI model deployment.
• Knowledge of BIOS/UEFI, device drivers, and performance analysis tools.