Lead Software Product Support Eng.

Advanced Micro Devices, Inc

10 - 15 years

9 - 13 Lacs

bengaluru

Posted:1 day ago| Platform:

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Skills Required

c++ product support c networking computer networking system administration it management technical support pc product management application support design linux microsoft windows desktop support it administration troubleshooting itil

Work Mode

Work from Office

Job Type

Full Time

Job Description

Strong knowledge in computer networks, IT Administration
Serve as the third-line escalation engineer for remote manageability incidents and advanced support cases; reproduce, triage and root-cause complex problems spanning firmware, BIOS/UEFI, management controllers and management software.
Respond to field support queries to international customers
Drive feedback loops from field and customers into product management and engineering to prioritize enhancements, hardening and roadmap items.
Collaborate closely with Product Engineering to validate fixes, provide detailed defect reports, test candidate firmware/drivers, and verify end-to-end solutions.
Lead technical customer engagements for high-severity issues, including deep-dive debug sessions, log analysis, and cross-team incident management.
Expertise in PC design, with the knowledge of HW, FW and Windows SW (e.g., drivers, services, application, installations & configurations)
Maintain expert-level knowledge of industry manageability standards, security requirements, and competitive solutions.
Prepare & present demo setups for customers with power point slide decks and maintain all customer facing documents on website
Build, maintain and enhance reference/demo platforms, test harnesses, automation scripts and runbooks to validate and demonstrate manageability scenarios.
Prepare and deliver technical demonstrations, POCs and workshops that showcase manageability features and value propositions to customers, partners and internal stakeholders.
Partner with FAEs and Product Marketing to create customer-ready collateral (integration guides, demo scripts, knowledge base articles, webinars) and to train field teams on complex topics.
Knowledge of any scripting language and automation, leverage AI to improve productivity
Monitor and analyze support trends and recurring failures; propose systemic improvements to products, tools, and support processes

ACADEMIC CREDENTIALS:

BS or higher in any IT related subjects, certifications on networking desired
10+ years of experience

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