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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 complex AI infrastructure deployments. You'll troubleshoot intricate networking and systems issues in customer environments, maintain clear communication across multiple channels (chat, phone, web), and collaborate closely with Software and Hardware Engineering teams to diagnose problems and implement solutions.
Key responsibilities include:
- Providing timely and effective technical support to customers
- Troubleshooting complex, dynamic customer environments and resolving technical issues
- Developing deep product expertise and understanding customer usage patterns
- Collaborating with engineering teams to diagnose issues, propose workarounds, and implement fixes
- Managing customer cases, prioritizing by urgency, and adhering to SLAs
- Participating in 24/7 on-call rotation schedules
- Tracking metrics and driving continuous improvement
The role sits at the intersection of customer success and engineering, requiring both strong technical depth and exceptional communication skills. You'll work in a fast-paced startup environment with seasoned professionals who have successfully scaled companies.
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, initiative, learning aptitude, and customer empathy
