Sr. Network Support Engineer, eero

4 weeks ago

Sydney, New South Wales, Australia Amazon Full time

Job ID: 2945644 | Amazon Corporate Services Pty Ltd

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. We're 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. NSE's investigate customer and fleet impacting issues, serve as SMEs for our product, engineering, marketing, and CX teams, and provide escalation support to senior leadership. NSE's 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:

  1. Serve as an expert on networking, fleet monitoring, and customer support practices.
  2. Handle complex network issues, serving as the escalation point of contact for business leaders, IT staff, and MSPs.
  3. Drive strategy, as defined by your leadership, and model technical troubleshoot methods for agents to follow.
  4. Work collaboratively with stakeholders across the organization, acting as the Voice of the Customer when making technical recommendations.
  5. Investigate customer contacts, drilling into unique and complex networking issues to support T1, T2, and T3 Agents.
  6. Visit customer and partner locations, diagnosing, repairing, and installing complex eero networks.
  7. Be part of the on-call 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. You'll mentor CX Agents, while working alongside them on customer issues.

BASIC QUALIFICATIONS
  1. Bachelor's degree or equivalent experience
  2. 3+ years of engineering experience
  3. Advanced networking knowledge with an emphasis on enterprise deployments (routing, switching, etc)
  4. Strong business acumen with a track record of success
  5. Excellent communication skills and ability to convey insights from complex analyses to internal and external entities
  6. Ability to think strategically and tactically with attention to detail.
  7. Ability to clearly document technical issues, solutions and knowledge base articles.
  8. Tenacity to develop ideas independently and thrive in a fast-paced start-up environment is essential for success.
  9. Capable of working closely with data and using analytics to problem-solve
  10. Ability to travel both domestically and internationally (

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