[Hiring] Head of Advanced Support @DRIVENETS

Role Description

We are looking for a hands-on leader to build DriveNets’ advanced support organization for the AI Factory. Reporting to the CTO, AI group, you will own how hard problems get solved for our neocloud customers, from the first Helios deployment onward. Your organization sits between the customer, our own R&D and AMD and its partners. You will hire the team, define the playbooks and set the standard for what support from DriveNets means. For the first year this is a build-and-do role: you will often be the most senior engineer on a critical case. As DriveNets expands you will lead Tier 3 support engineers. Initial team: three T3 engineers, growing with the customer base.

• Build the organization
• Hire and lead T3 engineers (compute/GPU, fabric, software stack), and define the profiles, specializations and on-call model.
• Design the support operating model end to end: severity definitions, SLAs, escalation paths from T2 to T3 to T4 (DriveNets R&D, AMD, hardware partners), and handoffs with case managers and TAMs.
• In year one, lead a team that covers T2-level work as well while Helios knowledge is being built, and plan the move to a mature model where most issues are resolved at the first line through ACO.
• Own the hard cases
• Be the escalation owner for critical and multi-vendor incidents: run war rooms, coordinate AMD and partner engineering, and own customer communication until resolution.
• Run post-incident reviews and make sure fixes reach product, firmware, service packs and the Diagnostics library.
• Work with logistics on RMA decisions, spares positioning and the vendor back-to-back service agreements, with a strong focus on reducing no-fault-found returns.
• Shape the product and the knowledge base
• Act as the main internal customer of the Care and Performance & Reliability: define requirements, validate workflows and turn field reality into roadmap input.
• Own the field-facing Diagnostics process: make sure every new failure signature is documented, referenced and validated (with CRE) before it ships to customers, and track how often each one occurs across the fleet.
• Build a working technical relationship with AMD’s Helios support and engineering teams, including joint training, shared diagnostics and aggregated field feedback that helps AMD improve hardware and software.
• Customers and accounts
• Through the TAMs, give every AI Factory customer a trusted technical owner who knows their sites, clusters and history.
• Join customer onboarding and design-partner reviews, and represent support in pre-sales discussions on M&S scope and SLAs.
• Report service health to leadership: CSAT, resolution time per severity, mean time to detect, pinpoint and resolve, NFF rate and repeat-issue trends.

Qualifications

• 12+ years in technical support, escalation engineering or field engineering for data-center infrastructure, including 5+ years leading senior support or escalation teams.
• Hands-on depth in at least one of GPU servers and accelerators, HPC/AI clusters, or data-center networking (Ethernet/RDMA, RoCE, BGP/EVPN), and enough fluency in the others to lead experts across all three.
• Track record of running multi-vendor incidents where you owned the customer outcome without owning every component.
• Experience setting up or scaling a support function: tiers, SLAs, on-call, knowledge management, KPIs.
• Strong RMA and hardware-lifecycle experience (failure analysis, spares strategy, NFF reduction).
• Excellent written and verbal communication, and able to stay calm and credible with a customer’s executives during an outage.
• Willing to travel to customer sites and to R&D in Israel.

Requirements

• Support or field leadership at a GPU/AI infrastructure company (e.g. NVIDIA, AMD, Dell, HPE, Supermicro), a networking vendor, or a neocloud/GPU cloud provider.
• Familiarity with AMD Instinct, ROCm/RCCL, or rack-scale AI systems.
• Experience with on-prem or air-gapped environments and support tooling (ServiceNow, Jira, Zendesk).
• Has used AI agents and automation to scale a support organization.

Benefits

• This is a ground-floor role in a new business.
• You will help define how AI factories built on AMD are operated and supported.
• Work with AMD’s engineering teams on a brand-new platform.
• Have direct influence on a product (ACO) that is designed around the work you do.