Sr Network Support Engineer eero

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. Were working on the building blocks of the small business solutions and smart homes by designing our own hardware enabling it with 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. NSEs investigate customer and fleet impacting issues serve as SMEs for our product engineering marketing and CX teams and provide escalation support to senior leadership. NSEs 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 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 oncall roster and handle incidents.


A day in the life
As a member of our Support Engineering team you will be looked upon as an SME for our products. Youll mentor CX Agents while working alongside them on customer issues.


Bachelors 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 fastpaced startup environment is essential for success.
Capable of working closely with data and using analytics to problemsolve
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 customerfacing experience
Experience supporting Enterprise software applications
Knowledge of UNIX commandline 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


Acknowledgement of country:
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

IDE statement:
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race national origin gender gender identity sexual orientation disability age or other legally protected attributes.

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/howwehire/accommodations for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.