Systems Support Specialist

Saicon; Austin (TX); On-site; USD 65,000 - 95,000; Full time

Job summary

Saicon is seeking a Support Specialist to provide technical support for Ryzen AI Halo platforms across Windows and Linux. The role interfaces with customers, field engineering, software developers, and hardware teams to diagnose and resolve platform, driver, AI framework, and application issues.

The ideal candidate will have experience supporting x86 platforms, AI/ML software environments, GPU compute, and OS-level debugging.

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 Ryzen AI Halo platform issues.
• Analyze and resolve hardware, software, BIOS, driver, and application-related issues.
• Monitor ticket systems and reproduce defects in internal labs.
• Manage support cases through closure with high customer satisfaction.
• Provide technical guidance on platform configuration and performance tuning.
• Generate weekly reports on issue trends and resolutions.
• Develop collateral about common issues and trends for internal use.

Skills

Technical support

Windows & Linux expertise

Scripting: Python, Bash, PowerShell

Troubleshooting & communication

Tools

Docker

PyTorch

TensorFlow

Job description

Position Summary

The Support Specialist will provide technical support and issue resolution for *** Ryzen AI Halo platforms across Windows and Linux operating systems. This role serves as a key interface between customers, field engineering teams, software developers, and hardware engineering organizations to diagnose and resolve platform, driver, AI framework, and application issues.

The ideal candidate will have experience supporting x86 platforms, AI/ML software environments, GPU computing technologies, and operating system-level debugging. This position requires strong troubleshooting skills spanning hardware, firmware, drivers, operating systems, and the *** AI software ecosystem, including ROCm.

Key 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

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

Support Ryzen AI Halo systems running:

• Microsoft Windows
• Linux distributions (RexOS, Debian, Ubuntu etc.)

Troubleshoot platform-level issues involving:

• CPU
• Integrated GPU
• NPU (Neural Processing Unit)
• 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 *** AI software ecosystem setup and validation.
• Troubleshoot issues involving:
• ROCm
• PyTorch
• Hugging Face models
• *** Ryzen AI Software
• Analyze workload compatibility, model execution failures, and performance bottlenecks.

Debugging & Root Cause Analysis

• 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.