NextHop Systems

SDET

• Test products and solutions across platform, functional, feature, solution, and regression testing
• Perform manual testing and build or enhance test automation using scripting
• Design and maintain testbeds
• Qualify software releases and deliver on quality metrics
• Collaborate with POC engineers on customer-specific testing efforts during proofs of concept
• Collaborate with software, hardware, and support engineering teams to reproduce faults
• Regularly update test scripts to prevent recurrence of bugs

Test Engineer

Support Engineer

• Deliver exceptional customer experiences through timely and effective support
• Troubleshoot complex and dynamic customer environments, diagnosing and resolving technical issues
• Maintain clear and consistent communication with external customers and internal teams
• Develop deep expertise in company products and solutions, including customer usage patterns
• Collaborate with Software and Hardware Engineering teams to diagnose issues, propose workarounds, and implement resolutions
• Respond to customer inquiries across chat, phone, and web channels
• Track customer cases meticulously and prioritize them based on classification and urgency
• Provide timely workarounds and resolutions while adhering to service level agreements
• Track and report metrics and pursue continuous improvement
• Participate in an on-call rotation to ensure 24/7 support coverage

Technical Support Engineer

• 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 external customers and internal teams
• Develop deep expertise in products and solutions, understanding customer usage patterns
• Collaborate with Software and Hardware Engineering teams to diagnose issues, propose workarounds, and implement resolutions
• Respond to customer inquiries across chat, phone, and web
• Track customer cases and prioritize them based on classification and urgency
• Provide workarounds and resolutions in accordance with established service level agreements
• Track and report metrics and drive continuous improvement
• Participate in an on-call rotation to ensure 24/7 support coverage