Technical Support Engineer

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. Originally posted on Himalayas