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Escalation Engineer – Program Lead

THE ROLE: 

AMD’s Customer Enablement and Migration Engineering team within the Datacenter Ecosystem and Application Engineering (DEAE) organization is looking for Escalation Engineer who will own and drive customer escalations.

THE PERSON: 

The successful candidate will have 8+ years of experience in software performance engineering with expertise in diagnosing unique application workloads.  You will be a key member of the Customer Enablement and Migration Engineering team, enabling CEM ecosystem in support of AMD EPYC processor adoption.  You will drive the internal execution of the CEM process and leverage DEAE Engineering team skills across the organization to ensure ‘Full Stack’ performant delivery across middleware, runtime, DBMS, OS, BIOS and AMD EPYC products.   Customer engagements will be selective to ensure AMD EPYC adoption by Fortune 200 customers with lessons learned and architectures being documented and shared across AMD Field Engineering. The ideal candidate will have a proven track record in diagnosing, troubleshooting, and resolving application performance issues for enterprise, cloud and hybrid deployment environments.  Critical leader will build a solid understanding of the application characteristics of major workloads in the market (i.e. SpecJBB, SpecCPU, AIML Spark, etc.) to assist customers in understanding how best to configure their workload to deliver a Consistent, Predictable, Reliable experience and provide optimization recommendations.   The leader should also be adept at managing escalations, prioritizing multiple issues, and coordinating with other teams for resolution.  The leader will build credibility with key engineering and management stakeholders of the strategic partners and customers as well as AMD’s field and sales team to report progress, align on critical topics, and drive action items to closure.

KEY RESPONSIBILITIES: 

Own and drive Customer escalations, remediation of critical customer adoption of AMD platforms and technologies.  Ensuring that milestones are met on time, action items are tracked and closed, technical issues are resolved, and program risks are mitigated/bypassed in a timely manner.  Manage and handle all escalations with a sense of urgency and professionalism.

• Monitor inbound escalations and respond to any incidents in a timely manner
• Diagnose and troubleshoot complex performance issues on production systems running on bare metal and cloud instances (AWS, GCP and MSFT etc) using an array of workload behavior tools

• Collaborate with AMD technical architects, Field Engineers, Partners and Customers to understand, map, describe application performance on AMD EPYC

• Customer Enablement systems that share learned patterns and practices for workload adoption of AMD platform and technologies
• Systematic collection of current platform manifests
• Systematic collection of current workload profiles
• Implement performance improvement strategies and procedures
• Document incidents and resolutions thoroughly and incorporate into our internal systems and build out a repository to help AMD Field Engineering drive adoption of AMD platforms at scale
• Partner with DEAE Cloud and OEM teams that Manage strategic partners as they build migration practices to support AMD EPYC adoption
• Build strong engineering relationships with the program management and engineering counterparts on the partner side
• Facilitate closure of complex issues and action items requiring multi-party alignment of AMD teams, customers and their partners.
• Report overall execution status internally as well as externally and make critical communication to partners on schedule changes, feature enablement, etc

PREFERRED EXPERIENCE: 

• Strong execution skills, excellent customer management and well-versed workload assessment tools
• Deep understanding of technical knowledge (systems integration, systems optimization, service engineering, software tooling) and experience in multi-disciplinary areas
• Strong knowledge of application monitoring tools and methodologies
• Excellent problem-solving skills and attention to detail with a focus on identifying/driving process improvement opportunities
• Experience working in a multi-site and multi-cultural environment and ability to travel as needed (minimal travel expected)
• Ability to work well under pressure, manage multiple priorities and respond swiftly to incidents
• Team player with passion and hunger to do whatever it takes for business success.
• Excellent communication skills, with an ability to explain complex technical issues to non-technical stakeholders
• Ability to align and build consensus among parties working towards the final goal.
• Keen sense of urgency and drive for results.

ACADEMIC CREDENTIALS: 

Batcheler’s Degree EE or CS with 10+ years of proven experience

Master’s Degree in Engineering or Computer Science with 8+ years of experience

LOCATION: 

Santa Clara, CA

At AMD, your base pay is one part of your total rewards package.  Your base pay will depend on where your skills, qualifications, experience, and location fit into the hiring range for the position. You may be eligible for incentives based upon your role such as either an annual bonus or sales incentive. Many AMD employees have the opportunity to own shares of AMD stock, as well as a discount when purchasing AMD stock if voluntarily participating in AMD’s Employee Stock Purchase Plan. You’ll also be eligible for competitive benefits described in more detail here.

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.

At AMD, your base pay is one part of your total rewards package.  Your base pay will depend on where your skills, qualifications, experience, and location fit into the hiring range for the position. You may be eligible for incentives based upon your role such as either an annual bonus or sales incentive. Many AMD employees have the opportunity to own shares of AMD stock, as well as a discount when purchasing AMD stock if voluntarily participating in AMD’s Employee Stock Purchase Plan. You’ll also be eligible for competitive benefits described in more detail here.

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.

Escalation Engineer – Program Lead

THE ROLE: 

AMD’s Customer Enablement and Migration Engineering team within the Datacenter Ecosystem and Application Engineering (DEAE) organization is looking for Escalation Engineer who will own and drive customer escalations.

THE PERSON: 

The successful candidate will have 8+ years of experience in software performance engineering with expertise in diagnosing unique application workloads.  You will be a key member of the Customer Enablement and Migration Engineering team, enabling CEM ecosystem in support of AMD EPYC processor adoption.  You will drive the internal execution of the CEM process and leverage DEAE Engineering team skills across the organization to ensure ‘Full Stack’ performant delivery across middleware, runtime, DBMS, OS, BIOS and AMD EPYC products.   Customer engagements will be selective to ensure AMD EPYC adoption by Fortune 200 customers with lessons learned and architectures being documented and shared across AMD Field Engineering. The ideal candidate will have a proven track record in diagnosing, troubleshooting, and resolving application performance issues for enterprise, cloud and hybrid deployment environments.  Critical leader will build a solid understanding of the application characteristics of major workloads in the market (i.e. SpecJBB, SpecCPU, AIML Spark, etc.) to assist customers in understanding how best to configure their workload to deliver a Consistent, Predictable, Reliable experience and provide optimization recommendations.   The leader should also be adept at managing escalations, prioritizing multiple issues, and coordinating with other teams for resolution.  The leader will build credibility with key engineering and management stakeholders of the strategic partners and customers as well as AMD’s field and sales team to report progress, align on critical topics, and drive action items to closure.

KEY RESPONSIBILITIES: 

Own and drive Customer escalations, remediation of critical customer adoption of AMD platforms and technologies.  Ensuring that milestones are met on time, action items are tracked and closed, technical issues are resolved, and program risks are mitigated/bypassed in a timely manner.  Manage and handle all escalations with a sense of urgency and professionalism.

• Monitor inbound escalations and respond to any incidents in a timely manner
• Diagnose and troubleshoot complex performance issues on production systems running on bare metal and cloud instances (AWS, GCP and MSFT etc) using an array of workload behavior tools

• Collaborate with AMD technical architects, Field Engineers, Partners and Customers to understand, map, describe application performance on AMD EPYC

• Customer Enablement systems that share learned patterns and practices for workload adoption of AMD platform and technologies
• Systematic collection of current platform manifests
• Systematic collection of current workload profiles
• Implement performance improvement strategies and procedures
• Document incidents and resolutions thoroughly and incorporate into our internal systems and build out a repository to help AMD Field Engineering drive adoption of AMD platforms at scale
• Partner with DEAE Cloud and OEM teams that Manage strategic partners as they build migration practices to support AMD EPYC adoption
• Build strong engineering relationships with the program management and engineering counterparts on the partner side
• Facilitate closure of complex issues and action items requiring multi-party alignment of AMD teams, customers and their partners.
• Report overall execution status internally as well as externally and make critical communication to partners on schedule changes, feature enablement, etc

PREFERRED EXPERIENCE: 

• Strong execution skills, excellent customer management and well-versed workload assessment tools
• Deep understanding of technical knowledge (systems integration, systems optimization, service engineering, software tooling) and experience in multi-disciplinary areas
• Strong knowledge of application monitoring tools and methodologies
• Excellent problem-solving skills and attention to detail with a focus on identifying/driving process improvement opportunities
• Experience working in a multi-site and multi-cultural environment and ability to travel as needed (minimal travel expected)
• Ability to work well under pressure, manage multiple priorities and respond swiftly to incidents
• Team player with passion and hunger to do whatever it takes for business success.
• Excellent communication skills, with an ability to explain complex technical issues to non-technical stakeholders
• Ability to align and build consensus among parties working towards the final goal.
• Keen sense of urgency and drive for results.

ACADEMIC CREDENTIALS: 

Batcheler’s Degree EE or CS with 10+ years of proven experience

Master’s Degree in Engineering or Computer Science with 8+ years of experience

LOCATION: 

Santa Clara, CA