Technical Support Engineer

Nexthop AI; United States; On-site; USD 120,000 - 180,000; Full time

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.

Skills

BGP

OSPF

VxLAN

NOS experience

Open Networking

DevOps

Troubleshooting

Customer empathy

Education

Bachelor's degree in CS/EE or related field

Tools

IOS

IOS-XR

EOS

Junos

SONiC

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 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.