Technical Support Engineer

Nexthop Systems Inc; Dublin; On-site; EUR 70,000 - 110,000; Full time

Job summary

Nexthop AI is seeking an experienced technical support engineer in Dublin to deliver exceptional customer experiences across chat, phone, and web. You will troubleshoot complex networking environments, collaborate with software and hardware teams, and contribute to continuous improvement while participating in a 24/7 on-call rotation.

Applicants should have a Bachelor’s degree in a related field, 5+ years in technical support, and deep knowledge of BGP, OSPF, VXLAN, NOS (IOS/IOS-XR/EOS/Junos)

Qualifications

• Bachelor’s degree in Computer Science, Software Engineering, Electrical Engineering or a related field.
• Minimum 5 years of experience in technical support roles.
• Proficient in networking protocols (BGP, OSPF, VXLAN) and data center technologies.
• Experience with network OS software (IOS, IOS-XR, EOS, Junos) and DevOps in cloud environments.

Responsibilities

• Deliver exceptional customer experiences with timely and effective support.
• Troubleshoot complex and dynamic customer environments, diagnosing and resolving issues.
• Maintain clear communication with customers and internal teams.
• Develop deep product expertise and understanding of customer usage patterns.
• Collaborate with Software and Hardware Engineering to diagnose issues and implement resolutions.
• Respond to inquiries across chat, phone, and web channels.
• Meticulously track cases and prioritize by urgency.
• Provide timely workarounds and resolutions adhering to SLAs.
• Track and report metrics for continuous improvement.
• Be part of on-call rotation for 24/7 support coverage.

Skills

Problem solving

Customer empathy

On-call / incident response

DevOps experience

Cloud networking

Education

Bachelor’s degree in Computer Science / Software Engineering / Electrical Engineering or related

Tools

IOS

IOS-XR

EOS

Junos

SONiC

Open source OS

Job description

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 5 years of experience in technical support roles
• 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.