Senior Technical Support Engineer, Networking & Cloud

Nexthop AI

United States

On-site

USD 120,000 - 180,000

Full time

14 days+

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Job summary

Nexthop AI, a team of industry leaders in silicon, systems, network operations and cloud development, seeks an experienced technical support leader to help customers succeed. You will deliver exceptional customer experiences, troubleshoot complex environments, and collaborate with software and hardware engineering to diagnose issues and implement resolutions while maintaining SLA adherence.

The ideal candidate holds a Bachelor's in CS/EE and 10+ years in technical support (15+ for leadership),

Qualifications

Bachelor’s degree in CS/EE or related field.
Minimum 10 years in technical support roles; leadership roles require 15+ years.
Proficient in BGP, OSPF, VxLAN and data center technologies.
Hands-on experience with NOS such as IOS, IOS-XR, EOS and Junos.
Experience with SONiC or Open source OS is highly desirable.
Proven ability to debug and troubleshoot complex networking issues.
Significant experience in DevOps, Network Operations, or Network Engineering in cloud or enterprise teams.

Responsibilities

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