At eero we pride ourselves in providing every customer a world class experience.Our mission is to make technology in homes and businesses just work - through fast, reliable secure connectivity. Fixing connectivity in the home is, however, just the start. We're working on the building blocks of the small business solutions and smart homes by designing our own hardware, enabling it with powerful software, and tying it all together to the cloud. We are seeking a Sr. Network Support Engineer (NSE) to join our team of existing NSEs across the country. NSE’s investigate customer and fleet impacting issues, serve as SMEs for our product, engineering, marketing, and CX teams, and provide escalation support to senior leadership. NSE’s are the first line of support when it comes to identifying issues that can impact the customer experience, and this role will ensure we are meeting our commitments to customers across the globe.
Key job responsibilities
As a member of our Support Engineering team, you will be looked upon as an SME for our products. You’ll mentor CX Agents, while working alongside them on customer issues.
As an NSE, you will:
- Serve as an expert on networking, fleet monitoring, and customer support practices.
- Handle complex network issues, serving as the escalation point of contact for business leaders, IT staff, and MSPs.
- Drive strategy, as defined by your leadership, and model technical troubleshoot methods for agents to follow.
- Work collaboratively with stakeholders across the organization, acting as the Voice of the Customer when making technical recommendations
- Investigate customer contacts, drilling into unique and complex networking issues to support T1, T2, and T3 Agents.
- Visit customer and partner locations, diagnosing, repairing, and installing complex eero networks.
- Be part of the on-call roster and handle incidents.
- Bachelor’s degree or equivalent experience
- 3+ years of engineering experience
- Advanced networking knowledge with an emphasis on enterprise deployments (routing, switching, etc)
- Strong business acumen with a track record of success
- Excellent communication skills and ability to convey insights from complex analyses to internal and external entities
- Ability to think strategically and tactically with attention to detail.
- Ability to clearly document technical issues, solutions and knowledge base articles.
- Tenacity to develop ideas independently and thrive in a fast-paced start-up environment is essential for success.
- Capable of working closely with data and using analytics to problem-solve
- Ability to travel both domestically and internationally (<35%). This role will require short notice travel as defined by leadership, with an emphasis on domestic travel to quickly solve customer and partner issues.
- Ability to write scripts to automate repetitive tasks and make support processes efficient.
- Proven track record of taking ownership and delivering results
- Strong ability to prioritize and experience with meeting multiple deadlines
- Excellent communication skills (both verbal and written), with vendor, client, or customer-facing experience
- Experience supporting Enterprise software applications
- Knowledge of UNIX command-line and network storage troubleshooting is a plus.
- Experience with system configuration, patching and upgrades.
- Experience understanding of network topology and its impact on distributed system performance
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit
https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $108,900/year in our lowest geographic market up to $188,200/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit
https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
