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 protocols such as BGP, OSPF, VxLAN and data center technologies 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.