SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Nexthop AI is building innovative, bleeding-edge solutions for large-scale AI deployments, combining deep expertise in hardware, software, silicon, systems, network operations, and cloud development.
In this Technical Support Engineer role, you will be the bridge between customers and our engineering teams, delivering exceptional support for our AI infrastructure products. You'll troubleshoot complex customer environments, diagnose and resolve technical issues, and collaborate closely with Software and Hardware Engineering teams to implement solutions. Your responsibilities include:
• Providing timely and effective technical support across multiple communication channels (chat, phone, web)
• Troubleshooting complex networking and infrastructure issues in customer environments
• Developing deep expertise in our products and understanding customer usage patterns
• Collaborating with engineering teams to diagnose issues, propose workarounds, and implement resolutions
• Tracking and prioritizing customer cases based on urgency and classification
• Maintaining clear communication with both external customers and internal teams
• Adhering to service level agreements and tracking support metrics
• Participating in a 24/7 on-call rotation schedule to ensure continuous support coverage
You'll work in a fast-paced startup environment that values collaboration, creativity, and learning. The team culture emphasizes problem-solving, customer empathy, and initiative.
REQUIREMENTS:
• Bachelor's degree in Computer Science, Software Engineering, Electrical Engineering, or related field
• Minimum 5 years of experience in technical support roles
• Proficiency in networking protocols (BGP, OSPF, VxLAN) and data center technologies
• Hands-on experience with Network Operating Systems (IOS, IOS-XR, EOS, Junos)
• Proven ability to debug and troubleshoot complex networking issues
• Significant experience in DevOps, Network Operations, or Network Engineering within cloud provider or enterprise-level teams
• Experience with SONiC (Software for Open Networking in the Cloud) or open source OS highly desirable
• Strong problem-solving skills, aptitude for learning, and customer empathy
