Head of Advanced Support

🔥 18 hours ago

🏖️ New Jersey – Remote

🏖️ New Jersey – Remote

⏰ Full Time

🔴 Lead

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DriveNets

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201 - 500 employees

📡 Telecommunications

Telecommunications

DriveNets is a rapidly growing software company that has created a radical new way for service providers and hyperscalers to build their networking infrastructure. DriveNets Network Cloud and DriveNets Network Cloud-AI are innovative networking solutions that apply the cloud architectural approach to high-scale networking, combining the scalability of standard Ethernet Clos architecture with the high performance and reliability of service provider networking. Founded by successful telco entrepreneurs Ido Susan and Hillel Kobrinsky, DriveNets offers the leading open disaggregated networking solution utilizing cloud-native software on standard white boxes. Their solutions are globally adopted by numerous service providers and are in various trials, significantly impacting network operations, including a substantial deployment with AT&T.

📋 Description

• Build DriveNets’ advanced support organization for the AI Factory • Report to the CTO of the AI group • Hire and lead Tier 3 engineers across compute/GPU, fabric and software stack • Define team profiles, specializations and the on-call model • Design the end-to-end support operating model, including severity definitions, SLAs, escalation paths and handoffs • Lead T2-level work during the first year while Helios knowledge is built • Serve as escalation owner for critical and multi-vendor incidents • Run war rooms, coordinate AMD and partner engineering, and own customer communication through resolution • Run post-incident reviews and ensure fixes reach product, firmware, service packs and the Diagnostics library • Work with logistics on RMA decisions, spares positioning and vendor service agreements • Define requirements and validate workflows for Care and Performance & Reliability • Own the field-facing Diagnostics process and validate new failure signatures • Build a technical relationship with AMD’s Helios support and engineering teams • Provide customers with a trusted technical owner through TAMs • Join customer onboarding, design-partner reviews and pre-sales discussions • Report service health metrics including CSAT, resolution time, detection/pinpoint/resolution times, NFF rate and repeat-issue trends

🎯 Requirements

• 12+ years in technical support, escalation engineering or field engineering for data-center infrastructure • 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) • Enough fluency in GPU servers and accelerators, HPC/AI clusters, and data-center networking to lead experts across all three • Track record of running multi-vendor incidents while owning the customer outcome • Experience setting up or scaling a support function, including tiers, SLAs, on-call, knowledge management and KPIs • Strong RMA and hardware-lifecycle experience, including failure analysis, spares strategy and NFF reduction • Excellent written and verbal communication • Ability to stay calm and credible with customer executives during an outage • Willingness to travel to customer sites and to R&D in Israel • Support or field leadership at a GPU/AI infrastructure company, networking vendor, or neocloud/GPU cloud provider • Familiarity with AMD Instinct, ROCm/RCCL, or rack-scale AI systems • Experience with on-premises or air-gapped environments and support tooling such as ServiceNow, Jira or Zendesk • Experience using AI agents and automation to scale a support organization

🏖️ Benefits

• Ground-floor role in a new business • Direct influence on the AI Cluster Orchestrator (ACO) product • Opportunity to work with AMD’s engineering teams on a brand-new platform • Opportunity to help define how AI factories built on AMD are operated and supported

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