Lead Software Product Support Engineer Job Listing at AMD in Austin, TX (Job ID 72720-en-us)

Description

WHAT YOU DO AT AMD CHANGES EVERYTHING 

At AMD, our mission is to build great products that accelerate next-generation computing experiences—from AI and data centers, to PCs, gaming and embedded systems. Grounded in a culture of innovation and collaboration, we believe real progress comes from bold ideas, human ingenuity and a shared passion to create something extraordinary. When you join AMD, you'll discover the real differentiator is our culture. We push the limits of innovation to solve the world's most important challenges—striving for execution excellence, while being direct, humble, collaborative, and inclusive of diverse perspectives. Join us as we shape the future of AI and beyond.  Together, we advance your career.  

THE ROLE: 

The right engineer will drive the success of power IP (Intellectual Property) and features in AMD (Advanced Micro Devices) products through leadership & coordination, resolution of technical dependencies, and achievement of schedule commits. This is a high-visibility and widely multi-functional role, spanning pre-silicon architecture to post-silicon implementation & product delivery.  

THE PERSON: 

Your curiosity will drive your learning and innovation to improve how we as a group, and an organization, can get better every day. Your peers will provide you a results-oriented and encouraging environment for your career growth, fueling your opportunity to be a part of Delighting Our Customers.  

KEY RESPONSIBILITIES: 

• 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

PREFERRED EXPERIENCE: 

• 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
• LOCATION:
• Austin, TX

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Benefits offered are described:  AMD benefits at a glance.

AMD does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. AMD and its subsidiaries are equal opportunity, inclusive employers and will consider all applicants without regard to age, ancestry, color, marital status, medical condition, mental or physical disability, national origin, race, religion, political and/or third-party affiliation, sex, pregnancy, sexual orientation, gender identity, military or veteran status, or any other characteristic protected by law.   We encourage applications from all qualified candidates and will accommodate applicants' needs under the respective laws throughout all stages of the recruitment and selection process.