Sr. Enterprise Network Support Engineer , eero CX Eng

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. As eero expands into the enterprise space serving corporate offices hospitality venues retail locations multi-dwelling units and large-scale managed deployments we need engineers who can support the complexity of these environments. We are seeking a Sr. Enterprise Network Support Engineer (NSE) to join our team of existing NSEs across the globe. Enterprise NSEs investigate fleet and customer-impacting issues across large-scale deployments serve as SMEs for our enterprise product engineering partner and CX teams and provide escalation support to senior leadership. Enterprise NSEs are the first line of support when it comes to identifying issues that can impact the enterprise customer experience and this role will ensure we are meeting our commitments to enterprise customers and partners across the globe.


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

As an Network Support Engineer - Enterprise you will:
- Serve as an expert on enterprise networking fleet monitoring and multi-site deployment support practices.
- Handle complex enterprise network issues across corporate hospitality retail MDU and managed service environments serving as the escalation point of contact for business leaders IT directors and MSPs.
- Drive enterprise support strategy as defined by your leadership and model technical troubleshooting methods for agents to follow across large-scale deployments.
- Work collaboratively with stakeholders across the organizationincluding enterprise sales partner engineering and product teamsacting as the Voice of the Customer when making technical recommendations. Investigate enterprise customer contacts drilling into unique and complex networking issues involving VLANs multi-site configurations managed switches captive portals and high-density environments to support T1 T2 and T3 Agents.
- Visit enterprise customer and partner locations diagnosing repairing and installing complex multi-node eero networks in corporate offices hotels retail stores and other commercial environments.
- Be part of the on-call roster and handle enterprise-level incidents including multi-site outages and partner escalations.

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 enterprise customer and partner issues.


- Bachelors degree in a relevant field or equivalent work experience
- 3 years of supporting and maintaining a corporate network environment experience
- Experience that includes strong analytical skills attention to detail and effective communication abilities
- Experience writing and publishing technical documents or equivalent
- Experience working with fast-moving high-performance teams and driving innovative solutions tailored to unique business environments
- Experience recognizing a challenge and working with a variety of teams and data sources to diagnose the problem and recommend solutions
- Experience in technical support or experience with automation and any version control tools and experience with programming/scripting (Batch VB PowerShell Java C# Chef Perl Ruby and/or PHP)
- Experience communicating clearly and concisely with leadership stakeholders and cross-functional teams
- 5 years of engineering experience with at least 3 years focused on enterprise networking
- Advanced networking knowledge with an emphasis on enterprise deployments (VLANs routing switching 802.1X RADIUS captive portals multi-site WAN architecture)
- Excellent business acumen with a track record of success managing enterprise customer relationships

- Experience in managing and troublshooting network or experience in Network protocols like DNS/DHCP/TCP and experience managing full application stacks from the OS up through custom applications
- Experience with logging and monitoring tools such as: AWS CloudWatch Datadog New Relic and Splunk
- CCNA or equivalent level networking certification or Bachelors degree
- Experience with hospitality Property Management Systems (PMS) and their network integration requirements
- Familiarity with retail POS network requirements and PCI compliance considerations
- Experience managing or supporting Managed Service Provider (MSP) relationships
- Working knowledge of MDU/bulk deployments and their unique network topology challenges
- Experience with high-density wireless deployments (100 concurrent clients per AP)

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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience qualifications and location. Amazon also offers comprehensive benefits including health insurance (medical dental vision prescription Basic Life & AD&D insurance and option for Supplemental life plans EAP Mental Health Support Medical Advice Line Flexible Spending Accounts Adoption and Surrogacy Reimbursement coverage) 401(k) matching paid time off and parental leave. Learn more about our benefits at CA San Francisco - 139100.00 - 188200.00 USD annually
USA ID Boise - 121000.00 - 163700.00 USD annually
USA WA Seattle - 121000.00 - 163700.00 USD annually