Technical Support Engineer

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 :

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.