Description
At eero, we pride ourselves on delivering world-class customer experiences. Our mission is to make technology in homes and businesses just work—through fast, reliable, and secure connectivity. Fixing home connectivity is just the beginning; we’re also designing small business solutions and building the future of smart homes by combining hardware, powerful software, and cloud services.
We are seeking a Network Support Engineer (NSE) to join our team. NSEs serve as subject matter experts (SMEs) for product, engineering, marketing, and customer experience teams. They investigate customer and fleet-impacting issues, mentor CX agents, and provide escalation support to leadership. As the first line of defense for complex networking issues, this role is vital to ensuring a seamless experience for customers worldwide.
Key Responsibilities
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Serve as a networking and product SME while mentoring customer support agents
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Handle escalated, complex network issues (enterprise routing, switching, etc.)
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Drive technical troubleshooting strategies for customer-facing teams
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Collaborate cross-functionally, acting as the Voice of the Customer
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Investigate and resolve customer contacts, supporting T1–T3 agents
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Visit customer/partner locations to diagnose, repair, and install networks
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Participate in on-call rotation to handle incidents
Basic Qualifications
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Bachelor’s degree or equivalent experience
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2+ years of engineering experience
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Advanced networking knowledge (enterprise-level deployments: routing, switching, etc.)
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Strong business acumen and problem-solving skills
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Excellent communication (written & verbal)
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Experience with scripting to automate tasks
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Ability to document technical issues and solutions
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Willingness to travel domestically and internationally
Preferred Qualifications
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Proven track record of ownership and results delivery
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Familiarity with Agile practices and enterprise software support
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UNIX command-line and network storage troubleshooting experience
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System configuration, patching, and upgrade experience
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Strong understanding of network topology and distributed system performance
Equal Opportunity Employer
Amazon is an equal opportunity employer, committed to a diverse and inclusive workplace. Qualified applicants with arrest and conviction records will be considered for employment pursuant to the Los Angeles County Fair Chance Ordinance and the San Francisco Fair Chance Ordinance.