Escalation Engineer - Enterprise, eero
Share
Job Location:
San Francisco, CA - USA
Yearly Salary:
$ 127400 - 212800
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
At eero we pride ourselves in providing every customer a world class 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 an Enterprise Escalation Support Engineer to handle the most complex escalations from enterprise customers. This role requires deep networking expertise advanced troubleshooting skills and the ability to work closely with engineering teams to resolve critical issues impacting large-scale deployments. You will act as the final escalation point within the Customer Engineering org and will collaborate closely with other Network Development Engineers Partner Success Managers and Core Engineering teams to resolve critical escalations improve diagnostics and codify learnings into repeatable solutions.
Key job responsibilities
As a member of our Customer Engineering team you will be looked upon as an SME for our products.
As an ESE you will:
- Act as the primary escalation point for enterprise customers driving resolution of critical and complex technical issues.
- Diagnose and troubleshoot deep networking problems including TCP/IP DHCP NAT DNS VLANs and SD-WAN.
- Apply advanced understanding of Wi-Fi standards (802.11a/b/g/n/ac/ax/be) and mesh network behavior under load interference and coverage constraints.
- Support large-scale deployments such as Branch Offices Hotels MDUs ISP fleets and enterprise sites.
- Perform site-wide vs. client-specific failure isolation.
- Guide AP onboarding controller-less mesh configuration and site survey best practices.
- Troubleshoot enterprise authentication setups (WPA2-Enterprise RADIUS captive portals).
- Interpret eero logs Looker dashboards and internal telemetry to identify patterns and systemic issues.
- Use log diffing error correlation and temporal analysis to pinpoint root causes.
- Investigate cloud-to-device communication failures API calls firmware pushes and configuration propagation.
- Collaborate with security teams on privacy-impacting escalations and security concerns (MAC spoofing rogue APs etc.).
- Maintain compliance awareness for regulated customer accounts and ISP environments.
About the team
Interested in exploring career opportunities with eero Visit our careers page to view all open positions: 5 years in enterprise network support or escalation engineering.
- Deep networking knowledge across TCP/IP stack and enterprise protocols.
- Strong Wi-Fi expertise including 802.11 standards and enterprise deployments.
- Proven experience troubleshooting large-scale multi-site network deployments.
- Proficiency in reading and interpreting logs and telemetry.
- Experience with cloud-managed networking platforms and APIs (REST GraphQL).
- Excellent analytical and communication skills with the ability to work under pressure.
- Ability to translate packet captures to actionable data.
- Experience in ISP hospitality or MDU Wi-Fi environments.
- Knowledge of network security best practices and compliance requirements.
- Scripting or automation experience for network diagnostics.
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 Companys 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 for more information. If the country/region youre applying in isnt 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 $127400/year in our lowest geographic market up to $212800/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 This position will remain posted until filled. Applicants should apply via our internal or external career site.
We are seeking an Enterprise Escalation Support Engineer to handle the most complex escalations from enterprise customers. This role requires deep networking expertise advanced troubleshooting skills and the ability to work closely with engineering teams to resolve critical issues impacting large-scale deployments. You will act as the final escalation point within the Customer Engineering org and will collaborate closely with other Network Development Engineers Partner Success Managers and Core Engineering teams to resolve critical escalations improve diagnostics and codify learnings into repeatable solutions.
Key job responsibilities
As a member of our Customer Engineering team you will be looked upon as an SME for our products.
As an ESE you will:
- Act as the primary escalation point for enterprise customers driving resolution of critical and complex technical issues.
- Diagnose and troubleshoot deep networking problems including TCP/IP DHCP NAT DNS VLANs and SD-WAN.
- Apply advanced understanding of Wi-Fi standards (802.11a/b/g/n/ac/ax/be) and mesh network behavior under load interference and coverage constraints.
- Support large-scale deployments such as Branch Offices Hotels MDUs ISP fleets and enterprise sites.
- Perform site-wide vs. client-specific failure isolation.
- Guide AP onboarding controller-less mesh configuration and site survey best practices.
- Troubleshoot enterprise authentication setups (WPA2-Enterprise RADIUS captive portals).
- Interpret eero logs Looker dashboards and internal telemetry to identify patterns and systemic issues.
- Use log diffing error correlation and temporal analysis to pinpoint root causes.
- Investigate cloud-to-device communication failures API calls firmware pushes and configuration propagation.
- Collaborate with security teams on privacy-impacting escalations and security concerns (MAC spoofing rogue APs etc.).
- Maintain compliance awareness for regulated customer accounts and ISP environments.
About the team
Interested in exploring career opportunities with eero Visit our careers page to view all open positions: 5 years in enterprise network support or escalation engineering.
- Deep networking knowledge across TCP/IP stack and enterprise protocols.
- Strong Wi-Fi expertise including 802.11 standards and enterprise deployments.
- Proven experience troubleshooting large-scale multi-site network deployments.
- Proficiency in reading and interpreting logs and telemetry.
- Experience with cloud-managed networking platforms and APIs (REST GraphQL).
- Excellent analytical and communication skills with the ability to work under pressure.
- Ability to translate packet captures to actionable data.
- Experience in ISP hospitality or MDU Wi-Fi environments.
- Knowledge of network security best practices and compliance requirements.
- Scripting or automation experience for network diagnostics.
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 Companys 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 for more information. If the country/region youre applying in isnt 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 $127400/year in our lowest geographic market up to $212800/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 This position will remain posted until filled. Applicants should apply via our internal or external career site.
Key Skills
- SAP BusinessObjects
- Enterprise Architecture
- Hybris
- SAP HANA
- SAP
- TOGAF
- Solution Architecture
- Cloud Architecture
- SAP BW 4HANA
- Salesforce
- SAP S/4HANA
- SAP ERP
About Company
AmaZone Cafe it is a very cosy place, focus on healthy food, where you can delight with your friends and family and try the best Acai, the famous brazillian fruit.
