New Grad / Early Career Customer Support Engineer

Nexthop Systems Inc • Santa Clara, CA

5d • $90,000 - $120,000

About The Position

As an Early Career / New Grad Customer Support Engineer at Nexthop AI, you will be on the front lines of supporting cutting-edge AI networking infrastructure. You will work side-by-side with seasoned hardware, and software engineers, gaining hands-on experience in complex data center environments. This role is designed for ambitious graduates with a strong foundation in networking and computer science who are eager to accelerate their technical growth, solve challenging system-level problems, and deliver outstanding customer experiences.

Requirements

• Bachelor’s or Master’s degree in Computer Science, Computer Engineering, Electrical Engineering, Network Engineering, or a related field (Graduated within the last 0–2 years, or currently enrolled for internship/co-op roles).
• Solid understanding of core networking principles (TCP/IP model, OSI layers, IP routing, VLANs, Subnetting, ARP, DNS) and data center technologies.
• Hands-on or academic experience with protocols such as BGP, OSPF, and VxLAN.
• Basic proficiency in Linux environments (command line, log analysis, shell scripting).
• Familiarity with network operating systems (such as Cisco IOS, Junos, Arista EOS) through coursework, labs, or certifications.
• Strong customer empathy, excellent written and verbal communication skills, high curiosity, and a demonstrated ability to take initiative and learn quickly.

Nice To Haves

• Familiarity with SONiC (Software for Open Networking in the Cloud) or open-source NOS projects is highly desirable.
• Interest in AI infrastructure, GPU networking, or high-performance interconnects.

Responsibilities

• Assist customers in diagnosing and resolving technical issues across communication channels in a timely, empathetic, and professional manner.
• Diagnose network performance, configuration, and connectivity issues across dynamic customer environments with mentorship from senior engineers.
• Partner with Software and Hardware Engineering teams to reproduce technical issues in lab environments, propose workarounds, and verify bug fixes.
• Continuously develop deep domain knowledge in Nexthop AI's product offerings, cloud networking stack, and customer usage patterns.
• Maintain detailed documentation of customer issues, create internal troubleshooting guides, and contribute to knowledge base articles.
• Participate in a scheduled on-call rotation (following comprehensive onboarding and training) to ensure high-availability support coverage.
• Track support metrics, participate in post-incident reviews, and proactively suggest process improvements.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level