Technical Support Engineer

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    "description": "<p><span style=\"color: rgb(0, 0, 0)\"><span style=\"font-family: Arial,sans-serif; font-size: 11pt; font-weight: bold; text-decoration: none\">Company Description</span><span style=\"font-family: Arial, sans-serif; font-size: 11pt; font-weight: 400; text-decoration: none\">:</span></span></p>\n<p><span style=\"color: #000000; font-family: Arial,sans-serif; font-size: 10pt; font-weight: 400; text-decoration: none\">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.</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 11pt; font-weight: bold; text-decoration: none\">Job Responsibilities:</span></p>\n<ul>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 10pt; text-decoration: none\">Deliver exceptional customer experiences by providing timely and effective support</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 10pt; text-decoration: none\">Troubleshoot complex and dynamic customer environments, diagnosing and resolving technical issues</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 10pt; text-decoration: none\">Maintain clear and consistent communication with both external customers and internal teams</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 10pt; text-decoration: none\">Develop deep expertise in our products and solutions, understanding customer usage patterns</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 10pt; text-decoration: none\">Collaborate closely with Software and Hardware Engineering teams to diagnose issues, propose workarounds, and implement resolutions</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 10pt; text-decoration: none\">Respond to customer inquiries and questions across various communication channels (chat, phone, web)</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 10pt; text-decoration: none\">Meticulously track customer cases and prioritize them based on classification and urgency</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 10pt; text-decoration: none\">Provide timely workarounds and resolutions to customer issues, adhering to established service level agreements</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 10pt; text-decoration: none\">Track and report metrics and strive for continuous improvement</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 10pt; text-decoration: none\"> Required to be part of an on-call rotation schedule to ensure 24/7 support coverage</span></li>\n</ul>\n<p><span style=\"color: rgb(0, 0, 0)\"><span style=\"font-family: Arial, sans-serif; font-size: 11pt; font-weight: bold; text-decoration: none\">Qualifications</span><span style=\"font-family: Arial, sans-serif; font-size: 11.5pt; text-decoration: none\">: <span style=\"font-size: 10pt\">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:<br></span></span></span></p>\n<ul>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 10pt; text-decoration: none\">Bachelor’s degree in Computer Science, Software Engineering, Electrical Engineering or a related field</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 10pt; text-decoration: none\">Minimum 10 years of experience in technical support roles</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 10pt; text-decoration: none\">Leadership roles require 15+ years of experience in support environments</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 10pt; text-decoration: none\">Proficient in networking protocols such as BGP, OSPF, VxLAN and data center technologies<br></span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 10pt; text-decoration: none\">Proficient in networking technologies software with hands-on experience across diverse Network Operating Systems (NOS) such as IOS, IOS-XR, EOS, and Junos</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 10pt; text-decoration: none\">Experience with SONiC (Software for Open Networking in the Cloud) or any Open source OS is highly desirable</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 10pt; text-decoration: none\">Proven ability to effectively debug and troubleshoot complex networking issues.</span></li>\n<li><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 10pt; text-decoration: none\">Significant experience in DevOps, Network Operations, or Network Engineering within a cloud provider or enterprise-level team</span></li>\n</ul>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 11pt; font-weight: bold; text-decoration: none\">Why Us:</span></p>\n<p><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 10pt; text-decoration: none\">Our company bolsters all the advantages of working at a startup with the expertise of a </span><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 10pt; text-decoration: none\">seasoned team who have successfully built startups into thriving companies. Here you’ll have </span><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 10pt; text-decoration: none\">the unique opportunity to collaborate and learn from top-tier engineers, while still working on </span><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 10pt; text-decoration: none\">mission critical projects. If you are excited to learn, solve hard problems at the forefront of </span><span style=\"color: rgb(0, 0, 0); font-family: Arial, sans-serif; font-size: 10pt; text-decoration: none\">computer systems, and be a part of shaping a burgeoning company, this is the place for you.</span></p>",
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