Technical Support Engineer

About the role

We are looking for a Technical Support Engineer to join Nexthop AI’s fast‑growing team in the San Francisco Bay Area. You will be the front‑line expert helping customers deploy and operate large‑scale AI infrastructure, ensuring their environments run smoothly and efficiently.

Key responsibilities

• Provide timely, high‑quality support across chat, phone and web channels.
• Diagnose and resolve complex networking and system issues in dynamic customer environments.
• Maintain clear communication with customers and internal engineering teams.
• Track, prioritize and document cases according to severity and SLA requirements.
• Collaborate with Software and Hardware Engineering to develop work‑arounds and permanent fixes.
• Participate in an on‑call rotation to guarantee 24/7 coverage.
• Report metrics and drive continuous improvement of support processes.

Required profile

• Bachelor’s degree in Computer Science, Software Engineering, Electrical Engineering or related field.
• At least 10 years of experience in technical support, with 15 + years for leadership roles.
• Strong customer‑empathy and problem‑solving mindset.
• Experience in DevOps, Network Operations or Network Engineering within cloud or enterprise environments.

Required skills

• Networking protocols: BGP, OSPF, VxLAN.
• Network Operating Systems: IOS, IOS‑XR, EOS, Junos.
• Hands‑on experience with SONiC or other open‑source network OS.
• Deep troubleshooting of complex networking issues.

What we offer

• Startup agility combined with a seasoned engineering team.
• Opportunities to work on mission‑critical AI infrastructure projects.
• Collaboration with top‑tier engineers and continuous learning environment.