Technical Support Engineer

About the role

Nexthop AI is a team of professionals with deep hardware and software expertise in silicon, systems, network operations and cloud development, building foundational technologies for large-scale AI infrastructure. It is looking for a Technical Support Engineer in Dublin to deliver timely, effective support to customers and resolve complex technical issues, working in an on-call rotation to cover 24/7.

Key responsibilities

• Provide timely and effective support to customers and respond to their inquiries via chat, phone and web
• Troubleshoot complex customer environments, diagnose and resolve technical issues
• Collaborate with Software and Hardware Engineering teams to propose workarounds and implement resolutions
• Track customer cases, prioritise them by classification and urgency, and provide workarounds and resolutions within service level agreements
• Track and report metrics and drive continuous improvement

Required profile

• Bachelor's degree in Computer Science, Software Engineering, Electrical Engineering or a related field
• At least 5 years of experience in technical support roles
• Strong problem-solving skills, initiative and a customer-empathy mindset
• Significant experience in DevOps, Network Operations or Network Engineering within a cloud provider or enterprise team

Required skills

• Networking protocols such as BGP, OSPF, VxLAN and data centre technologies
• Network operating systems such as IOS, IOS-XR, EOS and Junos
• SONiC or another open-source OS is highly desirable
• Ability to debug and troubleshoot complex networking issues