- 3+ years of technical support experience
- 2+ years of network engineering experience
- Advanced knowledge of wifi and networking protocols
- Ability to travel domestically (25-50%).
This role will require short notice travel as defined by leadership, with an emphasis on domestic travel to quickly solve customer and partner issues.
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 powerful software, and tying it all together to the cloud.
We are seeking a 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.
A day in the life
As a member of our NSE team, you'll review customer escalations, handle incidents, and mentor agents on support best practices.
As an NSE, you will:
- Serve as an expert on networking, fleet monitoring, and customer support practices.
- 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.
We are open to hiring candidates to work out of one of the following locations:
San Francisco, CA, USA
- Demonstrated ability to handle multiple, competing priorities in a fast-paced environment
- Advanced networking certifications (CWNE, etc)
- Spanish Fluency
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, protected veteran status, disability, age, or other legally protected status.
For individuals with disabilities who would like to request an accommodation, please visit https://www.
amazon.
jobs/en/disability/us.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Our compensation reflects the cost of labor across several US geographic markets.
The base pay for this position ranges from $72,300/year in our lowest geographic market up to $182,000/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 https://www.
aboutamazon.
com/workplace/employee-benefits.
This position will remain posted until filled.
Applicants should apply via our internal or external career site.
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