Sr. Network Support Specialist German & English, eero

**This role would require you to speak read and write in English & German at a minimum of B2 level**
**This role is 5days a week but would require you to work on either of Saturday or Sunday on rotational basis**

At eero were on a mission to make connectivity just work. No dead zones no buffering no stress. We build the hardware craft the software and tie it all together in the cloud to deliver fast reliable and secure WiFi for homes and businesses. And were just getting started. Think smart homes small business solutions and the future of connected living.
Were looking for a Sr. Network Support Specialist (Bilingual German&English) to join our London team. If youre someone who loves solving tricky tech problems thrives on helping people and can switch effortlessly between English and German this could be your next move. Youll be supporting both English speaking and German speaking customers across the EMEA region and beyond so being comfortable communicating in both languages is essential. If youve got some networking knowledge and a feel for WiFi and telecommunications even better. Well invest in your growth with hands-on training covering WiFi fundamentals networking concepts and all the eero specific tools youll need to succeed.
Youll be based in our London office working alongside a brilliant supportive team in a global company where your career can genuinely grow.


Key job responsibilities
Heres what youll actually be doing day-to-day:
Providing advanced technical support to both English-speaking and German-speaking customers as well as Tier 1 colleagues via phone email or chat.
Getting hands on with network devices configuring routers switches firewalls and wireless access points.
Troubleshooting complex network issues like routing switching and firewall problems plus the devices connecting to them.
Documenting every support interaction so the team can learn and improve together.
Spotting complex issues and escalating them to higher tier support teams when needed.
Mentoring and coaching junior team members sharing what you know and helping them level up.
Being the go-to person for our German-speaking customers across the EMEA region making sure they get an exceptional experience in their own language while also supporting English-speaking customers day to day.

A day in the life
No two days are the same. Youll be the escalation point for customers and Tier 1 specialists tackling complex technical and account challenges that demand deeper problem-solving and quick thinking under pressure. When issues require further investigation youll collaborate directly with CS Engineering teams to find the right solution. Supporting both English-speaking and German-speaking customers youll play a vital role in our growing EMEA customer base ensuring every customer feels heard and supported. Its fast-paced rewarding and genuinely impactful.

About the team
At eero we believe connectivity should simply work no dead zones no buffering no stress. Our Customer Support team is at the heart of that mission ensuring every customer has a seamless experience from setup to daily use. Based in London youll join a collaborative technically curious team that values knowledge-sharing continuous improvement and delivering world-class support. Were growing fast across EMEA and your bilingual expertise will directly shape how we serve our expanding customer base.

- Experience in technical work related to computer systems and technology components
- Experience handling customers and conflict resolution with a focus on quality for customer experience
- Experience in MS Office with an emphasis on Excel
- Experience in web technologies and the internet
- Experience taking ownership and driving resolution on escalated customer issues
- Experience in technical support or experience dealing effectively with customers during problem resolution and operating efficiently under pressure
- Experience demonstrating strong analytical abilities and confidence in the use of data
- Experience in communicating technically at a level appropriate for the audience
- Speak write and read fluently in German and English at B2 level or above
- Ability to identify and troubleshoot technical issues efficiently and logically.

- Experience handling customer escalations
- Knowledge of TCP/IP networks
- Certified Wireless Network Administrator (CWNA) certification (training provided).
- Cisco Certified Network Associate (CCNA) certification (training provided).
- Experience supporting customers across multiple European markets or in a multilingual environment.

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