Nexthop AI · 6 hours ago
Technical Support Engineer
California, United States
Full-time
Onsite
Senior Level, Lead/Staff
10+ years expNexthop AI is a team of industry-leading professionals dedicated to building innovative solutions for large-scale AI deployments. The Technical Support Engineer will provide exceptional customer support, troubleshoot complex technical issues, and collaborate with engineering teams to enhance product understanding and customer satisfaction.
Artificial Intelligence (AI)Cloud Data ServicesIT 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
Qualification
Required
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 technologies software with hands-on experience across diverse Network Operating Systems (NOS) such as IOS, IOS-XR, EOS, and Junos
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
Preferred
Experience with SONiC (Software for Open Networking in the Cloud) or any Open source OS is highly desirable
Company
Nexthop AI
Nexthop AI provides AI infrastructure and custom networking solutions for cloud operators.
51-200 employees
H1B Sponsorship
Nexthop AI has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (19)
Funding
Current Stage
Growth StageTotal Funding
$110MKey Investors
Lightspeed Venture Partners
2025-03-25Series A· $110M
Leadership Team
Anshul Sadana
Founder & CEO
Recent News
2025-12-02
Company data provided by crunchbase