Nexthop AI Support EngineerNexthop 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 ResponsibilitiesDeliver exceptional customer experiences by providing timely and effective supportTroubleshoot complex and dynamic customer environments, diagnosing and resolving technical issuesMaintain clear and consistent communication with both external customers and internal teamsDevelop deep expertise in our products and solutions, understanding customer usage patternsCollaborate closely with Software and Hardware Engineering teams to diagnose issues, propose workarounds, and implement resolutionsRespond to customer inquiries and questions across various communication channels (chat, phone, web)Meticulously track customer cases and prioritize them based on classification and urgencyProvide timely workarounds and resolutions to customer issues, adhering to established service level agreementsTrack and report metrics and strive for continuous improvementRequired to be part of an on-call rotation schedule to ensure 24/7 support coverageQualificationsBachelor's degree in Computer Science, Software Engineering, Electrical Engineering or a related fieldMinimum 10 years of experience in technical support rolesLeadership roles require 15+ years of experience in support environmentsProficient in networking protocols such as BGP, OSPF, VxLAN and data center technologiesProficient in networking technologies software with hands-on experience across diverse Network Operating Systems (NOS) such as IOS, IOS-XR, EOS, and JunosExperience with SONiC (Software for Open Networking in the Cloud) or any Open source OS is highly desirableProven 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 teamOur 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.