NextHop Systems
Automation, Assurance and leading cloud based software product development
1 - 10 employees
Technical Support Engineer
Job not on LinkedIn
November 9
NextHop Systems
Automation, Assurance and leading cloud based software product development
1 - 10 employees
📋 Description
• 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
🎯 Requirements
• Bachelor’s degree in Computer Science, Software Engineering, Electrical Engineering or a related field • Minimum 10 years of experience in technical support roles • Leadership roles require 15+ years of experience in support environments • Proficient in networking technologies software with hands-on experience across diverse Network Operating Systems (NOS) such as IOS, IOS-XR, EOS, and Junos • Experience with SONiC (Software for Open Networking in the Cloud) or any Open source OS is highly desirable • Proven ability to effectively debug and troubleshoot complex networking issues • Significant experience in DevOps, Network Operations, or Network Engineering within a cloud provider or enterprise-level team
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