Technical Support Engineer

NextHop Systems

. Deliver exceptional customer experiences by providing timely and effective support .

Posted 9/15/2026full-timeSydney • AustraliaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting complex networking issues and providing exceptional customer support. Proficient in networking protocols and technologies, with a strong focus on collaboration and continuous improvement.

Highest-signal resume keywords

Technical Support ExperienceNetworking Protocols ProficiencyNetwork Operating Systems ExperienceDevOps ExperienceOn-Call Support Availability

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingNetworking ProtocolsBGPOSPFVxLANNetwork Operating SystemsIOSIOS-XREOSJunos

Soft Skills

Customer CommunicationCollaborationProblem Solving

Tools & Technologies

SONiCOpen Source OS

Industry Keywords

Technical SupportNetwork OperationsCloud ProviderEnterprise-Level Team

Tech Stack

Tools & technologies

CloudiOSOpen Source

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Bachelor’s degree in Computer Science, Software Engineering, Electrical Engineering or a related field
Minimum 5 years of experience in technical support roles
Proficient in networking protocols such as BGP, OSPF, VxLAN and data center technologies
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
Required to be part of an on-call rotation schedule to ensure 24/7 support coverage

Benefits

Comp & perks

Opportunity to collaborate and learn from top-tier engineers
Mission-critical projects
Startup environment with collaboration, creativity and fun
On-call rotation schedule for 24/7 support coverage