IT - Systems Support Specialist

Excelgens, Inc

Austin, TX, United States

11 days ago

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Role details

Contract type

Temporary to permanent

Employment type

Part-time / full-time

Experience level

Experienced

Experience required

3 years minimum

Compensation

$66,560.0 - $87,360.0

Working hours

Regular working hours

Job source

www.careerjet.com

Tech stack

X86 Architecture Microsoft Windows Artificial Intelligence Computing Platforms Bash Shell BIOS Computer Engineering Linux Device Drivers Firmware Python (Programming Language) Linux System Administration

+11 more

Linux Distribution Log Analysis Windows PowerShell Tensorflow System Testing Extensible Firmware Interface Pytorch Software Troubleshooting HuggingFace Machine Learning Operations Docker

Job description

We are looking for a Platform Support Technician to provide technical support and issue resolution for advanced AI computing platforms across Windows and Linux environments. This role works closely with customers, field engineering, software developers, and hardware engineering teams to diagnose and resolve hardware, driver, operating system, and AI application issues. Key Responsibilities Troubleshoot hardware, software, OS, driver, BIOS, and application-related issues. Support systems running Windows and Linux distributions. Troubleshoot CPU, integrated GPU, NPU, memory, power/thermal, and platform issues. Support AI workload deployment and optimization. Troubleshoot AI frameworks, model execution failures, and performance issues. Work with technologies such as ROCm, PyTorch, Hugging Face, and AI software platforms. Collect and analyze logs, traces, dumps, and system telemetry. Perform root-cause analysis across hardware, firmware, drivers, operating systems, and AI frameworks. Reproduce customer issues in lab environments and document clear troubleshooting steps. Escalate product defects to engineering teams with detailed technical documentation. Manage support cases through resolution and communicate effectively with customers and technical teams. Prepare reports and documentation covering common issues and issue trends. Required Qualifications, Job Brief: As an End User Services Specialist, you will deliver technical support and seamless IT operational experiences to internal team members. You will act as a primary tech…

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Requirements

3+ years of experience in technical support, system validation, or software support. Strong knowledge of Windows, Linux, and x86 platform architecture. Experience with Python, Bash, or PowerShell scripting. Strong troubleshooting, problem-solving, and customer communication skills. Preferred Qualifications Experience with Intel or AMD platforms. Experience with GPU/NPU computing and AI/ML environments. Familiarity with ROCm, PyTorch, TensorFlow, Docker, or AI model deployment. Knowledge of BIOS/UEFI, device drivers, and performance analysis tools. Loc