WHAT YOU DO AT AMD CHANGES EVERYTHING

We care deeply about transforming lives with AMD technology to enrich our industry, our communities, and the world. Our mission is to build great products that accelerate next-generation computing experiences – the building blocks for the data center, artificial intelligence, PCs, gaming and embedded. Underpinning our mission is the AMD culture. We push the limits of innovation to solve the world’s most important challenges. We strive for execution excellence while being direct, humble, collaborative, and inclusive of diverse perspectives. 

AMD together we advance_

THE ROLE:

AMD is unwavering in our dedication to delivering an exceptional customer experience. We understand that ease of use and responsive customer support are essential ingredients in achieving this objective. As a valued member of the Data Center GPU & Accelerated Processing applications engineering organization, your role as Lead Customer Engineer is pivotal in driving and sustaining best-in-class customer support for a major cloud service provider in the US.

THE PERSON:

As a leader in the customer engineering organization, you have a critical role in ensuring overall customer satisfaction at one of our most important cloud data center customers through resolution & closure of complex technical support issues and managing needed collaboration between the customer, their partner, software development, product management, and business leaders.  You should possess excellent software debugging skills (C/C++ and Python required), have a fundamental understanding of how to run machine learning (ML) workloads on server systems with accelerated processing, and have successfully supported at least one major hyperscale cloud provider in your career.

KEY RESPONSIBILITIES:

• Lead the efforts of the DC GPU customer engineering (CE) team to ensure customer success in the deployment and use of AMD Instinct™ Accelerators at a major CSP in the US.  These activities include:
• The replication and debug of customer issues (software stack, firmware, driver), working with cross-functional teams, and driving root cause investigation.
• Understand customer requirements and schedule, identify gaps in AMD offering and work with key stakeholders to close them.
• Act as the primary point of contact for the customer and ensure all issues for the account are prioritized, tracked, and resolved in a timely manner.
• Facilitate technical discussions with the customer, their designated OEM/ODM partners, and relevant AMD subject matter experts, as needed. 
• Help recruit best-in-class technical engineering talent and provide guidance to management on how to improve performance and efficiency of the existing team.
• Manage technical escalations from customers as well as your staff's internal escalations to AMD's various software development teams.
• Represent technical support management during customer calls/escalations and act as an escalation point for customer issues, driving towards a resolution.
• Jump in to help other members of the team in resolving customer issues as needed. 
• Proactively monitor customer tickets while ensuring all issues are handled properly. 
• Communicate the team's effectiveness in resolving major customer issues and overall support trends to management.
• Serve as a mentor to other CE team regarding technical issues and soft skills.
• Roll up weekly support highlights and red flags to management.
• Provide recommendations to improve internal processes and tools to enhance customer experience with our products and software.

PREFERRED EXPERIENCE:

• Familiarity with at least one Machine Learning (ML) Framework, such as TensorFlow or PyTorch, and benchmarking ML workloads on GPUs and/or other AI accelerators.
• Python & C/C++ programming, employing best software design practices.
• GPU software development or validation involving HIP, CUDA, ROCm, or OpenCL.
• Software performance evaluations, optimizations and debugging.
• Customer first mindset.  Driven to meet or exceed customer expectations, resolve issues expeditiously and, when possible, proactively.
• Able to size technical issues and articulate their impact to AMD and our customers.
• Effective communication & presentation skills and comfortable in a customer-facing environment.  Experience with executive rollups.

ACADEMIC CREDENTIALS:

BS in Computer Science, Computer Engineering, or Electrical Engineering. MS is preferred.

LOCATION:

Santa Clara, CA 

#LI-RL1

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.

THE ROLE:

AMD is unwavering in our dedication to delivering an exceptional customer experience. We understand that ease of use and responsive customer support are essential ingredients in achieving this objective. As a valued member of the Data Center GPU & Accelerated Processing applications engineering organization, your role as Lead Customer Engineer is pivotal in driving and sustaining best-in-class customer support for a major cloud service provider in the US.

THE PERSON:

As a leader in the customer engineering organization, you have a critical role in ensuring overall customer satisfaction at one of our most important cloud data center customers through resolution & closure of complex technical support issues and managing needed collaboration between the customer, their partner, software development, product management, and business leaders.  You should possess excellent software debugging skills (C/C++ and Python required), have a fundamental understanding of how to run machine learning (ML) workloads on server systems with accelerated processing, and have successfully supported at least one major hyperscale cloud provider in your career.

KEY RESPONSIBILITIES:

• Lead the efforts of the DC GPU customer engineering (CE) team to ensure customer success in the deployment and use of AMD Instinct™ Accelerators at a major CSP in the US.  These activities include:
• The replication and debug of customer issues (software stack, firmware, driver), working with cross-functional teams, and driving root cause investigation.
• Understand customer requirements and schedule, identify gaps in AMD offering and work with key stakeholders to close them.
• Act as the primary point of contact for the customer and ensure all issues for the account are prioritized, tracked, and resolved in a timely manner.
• Facilitate technical discussions with the customer, their designated OEM/ODM partners, and relevant AMD subject matter experts, as needed. 
• Help recruit best-in-class technical engineering talent and provide guidance to management on how to improve performance and efficiency of the existing team.
• Manage technical escalations from customers as well as your staff's internal escalations to AMD's various software development teams.
• Represent technical support management during customer calls/escalations and act as an escalation point for customer issues, driving towards a resolution.
• Jump in to help other members of the team in resolving customer issues as needed. 
• Proactively monitor customer tickets while ensuring all issues are handled properly. 
• Communicate the team's effectiveness in resolving major customer issues and overall support trends to management.
• Serve as a mentor to other CE team regarding technical issues and soft skills.
• Roll up weekly support highlights and red flags to management.
• Provide recommendations to improve internal processes and tools to enhance customer experience with our products and software.

PREFERRED EXPERIENCE:

• Familiarity with at least one Machine Learning (ML) Framework, such as TensorFlow or PyTorch, and benchmarking ML workloads on GPUs and/or other AI accelerators.
• Python & C/C++ programming, employing best software design practices.
• GPU software development or validation involving HIP, CUDA, ROCm, or OpenCL.
• Software performance evaluations, optimizations and debugging.
• Customer first mindset.  Driven to meet or exceed customer expectations, resolve issues expeditiously and, when possible, proactively.
• Able to size technical issues and articulate their impact to AMD and our customers.
• Effective communication & presentation skills and comfortable in a customer-facing environment.  Experience with executive rollups.

ACADEMIC CREDENTIALS:

BS in Computer Science, Computer Engineering, or Electrical Engineering. MS is preferred.

LOCATION:

Santa Clara, CA 

#LI-RL1