Technical Support Engineer - AI/ML Platform

Excelgens, Inc

Austin, TX, United States

19 days ago

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Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Experienced

Experience required

3 years minimum

Compensation

$72,800.0 - $93,600.0

Working hours

Regular working hours

Job source

www.indeed.com

Tech stack

Microsoft Windows Artificial Intelligence Application Frameworks Computing Platforms Bash Shell BIOS Software Debugging Linux Device Drivers Firmware Python (Programming Language) Machine Learning

+12 more

Windows PowerShell Tensorflow Azure Machine Learning System Software System Testing Scripting Extensible Firmware Interface Pytorch Information Technology HuggingFace Machine Learning Operations Docker

Job description

Troubleshoot customer-reported issues across Windows and Linux systems. Investigate problems involving CPU, GPU, NPU, memory, BIOS/UEFI, drivers, power, thermal behavior, and applications. Reproduce technical issues in a lab or test environment and document findings clearly. Collect and analyze system logs, crash dumps, traces, and diagnostic information. Identify whether issues originate from hardware, firmware, drivers, operating systems, or software frameworks. Support installation, configuration, and troubleshooting of AI/ML workloads. Work with engineering teams to escalate defects and provide reproducible test cases. Manage technical support cases from initial investigation through resolution. Provide customers with configuration guidance, troubleshooting steps, and best practices. Track recurring technical issues and contribute to support documentation and regular reporting.

Requirements

The ideal candidate will have strong system-level troubleshooting skills and experience working across hardware, operating systems, drivers, and AI/ML software environments., 3+ years of experience in technical support, platform support, system validation, software support, or a similar technical role. Strong troubleshooting experience with Windows and Linux. Good understanding of x86-based computer systems and operating system interaction with hardware and drivers. Experience troubleshooting drivers, system software, hardware, or firmware-related issues. Experience using Python, Bash, PowerShell, or similar scripting tools. Strong problem-solving, documentation, and customer communication skills.

Preferred Qualifications

Experience supporting AMD or other CPU/GPU-based computing platforms. Exposure to GPU or NPU computing. Experience with ROCm, PyTorch, TensorFlow, Hugging Face, or similar AI/ML technologies. Familiarity with Docker and AI model deployment. Knowledge of BIOS/UEFI, device drivers, performance analysis, and system debugging tools.