Provide technical support for customers, troubleshoot complex issues, maintain communication, prioritize inquiries, and collaborate with engineering teams for solutions.
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.
Nexthop AI Santa Clara, California, USA Office
Santa Clara, CA, United States
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