Technical Support Engineer

Company Description:

Nexthop AI is a  team of industry-leading professionals with deep hardware and software expertise spanning silicon, systems, network operations and cloud development, dedicated to building innovative, bleeding-edge solutions for large-scale AI deployments. The team culture thrives on collaboration, creativity and fun while delivering foundational technologies for next-generation AI infrastructure.

Job Responsibilities:

• Deliver exceptional customer experiences by providing timely and effective support


• Troubleshoot complex and dynamic customer environments, diagnosing and resolving technical issues


• Maintain clear and consistent communication with both external customers and internal teams


• Develop deep expertise in our products and solutions, understanding customer usage patterns


• Collaborate closely with Software and Hardware Engineering teams to diagnose issues, propose workarounds, and implement resolutions


• Respond to customer inquiries and questions across various communication channels (chat, phone, web)


• Meticulously track customer cases and prioritize them based on classification and urgency


• Provide timely workarounds and resolutions to customer issues, adhering to established service level agreements


• Track and report metrics and strive for continuous improvement


•  Required to be part of an on-call rotation schedule to ensure 24/7 support coverage

Qualifications: We're seeking individuals who thrive in a fast-paced, collaborative startup and possess exceptional problem-solving skills and a strong aptitude for taking initiative and learning. Additionally we value individuals who practice and instill customer empathy. The following skills are essential for this role:

• Bachelor’s degree in Computer Science, Software Engineering, Electrical Engineering or a related field


• Minimum 10 years of experience in technical support roles


• Leadership roles require 15+ years of experience in support environments


• Proficient in networking technologies software with hands-on experience across diverse Network Operating Systems (NOS) such as IOS, IOS-XR, EOS, and Junos


• Experience with SONiC (Software for Open Networking in the Cloud) or any Open source OS is highly desirable


• Proven ability to effectively debug and troubleshoot complex networking issues.


• Significant experience in DevOps, Network Operations, or Network Engineering within a cloud provider or enterprise-level team

Why Us:

Our company bolsters all the advantages of working at a startup with the expertise of a seasoned team who have successfully built startups into thriving companies. Here you’ll have the unique opportunity to collaborate and learn from top-tier engineers, while still working on mission critical projects. If you are excited to learn, solve hard problems at the forefront of computer systems, and be a part of shaping a burgeoning company, this is the place for you.