Early Career Customer Support Engineer

About the role

As an Early Career Customer Support Engineer at Nexthop AI, you will join the front line of support for cutting‑edge AI networking infrastructure. Working alongside seasoned hardware and software engineers, you will gain hands‑on experience in complex data‑center environments while delivering exceptional service to customers.

Key responsibilities

• Provide technical support and case management across multiple communication channels, ensuring timely and empathetic resolutions.
• Diagnose network performance, configuration, and connectivity issues with guidance from senior engineers.
• Collaborate with Software and Hardware Engineering teams to reproduce issues in lab environments, propose workarounds, and verify bug fixes.
• Develop deep product knowledge of Nexthop AI’s cloud networking stack and customer usage patterns.
• Document customer issues, create internal troubleshooting guides, and contribute to knowledge‑base articles.
• Participate in a scheduled on‑call rotation to maintain high‑availability support coverage.

Required profile

• Bachelor’s or Master’s degree in Computer Science, Computer Engineering, Electrical Engineering, Network Engineering or a related field, graduated within the last 0–2 years or currently enrolled for internship/co‑op.
• Strong problem‑solving ability, customer empathy, and initiative.
• Comfortable working in a fast‑paced, collaborative startup environment.

Required skills

• Understanding of core networking principles: TCP/IP, OSI model, IP routing, VLANs, Subnetting, ARP and DNS.
• Familiarity with data‑center networking technologies and cloud networking stacks.