Technical Support Engineer

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.

• 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