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 except