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About the Role
Nexthop AI is 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.
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
Requirements
- Thrive in a fast-paced, collaborative startup
- Possess exceptional problem-solving skills
- Strong aptitude for taking initiative and learning
- Practice and instill customer empathy
- 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
- 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
Skills
- Networking protocols (BGP, OSPF, VxLAN)
- Data center technologies
- Networking technologies software
- Network Operating Systems (IOS, IOS-XR, EOS, Junos)
- SONiC or Open source OS
- Debugging complex networking issues
- Troubleshooting complex networking issues
- DevOps
- Network Operations
- Network Engineering
- Customer empathy
- Problem-solving
Experience Level
- Minimum 5 years of experience in technical support roles
- Significant experience in DevOps, Network Operations, or Network Engineering
Education Level
- Bachelor’s degree in Computer Science, Software Engineering, Electrical Engineering or a related field
About the Company
- 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.
- 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.