Sr. Network Support Engineer, eero

Job ID: Amazon EU SARL (UK Branch)

eero is on a mission to make technology in homes and businesses just work - through fast, reliable, and secure connectivity. But fixing connectivity is only the beginning. We're building the foundation for small business solutions and smart homes by designing proprietary hardware, enabling it with intelligent software, and connecting it seamlessly to the cloud. Every product we ship reflects our commitment to delivering a world class experience to every customer.

As a Sr. Network Support Engineer (NSE) in the eero Support Engineering team, you'll join a global team of NSEs who investigate customer and fleet impacting issues, serve as subject matter experts across product, engineering, marketing, and CX organizations, and provide escalation support to senior leadership.

It's a high visibility role where technical depth meets customer obsession: you'll drive resolution on complex networking challenges while influencing the tools, processes, and strategies that elevate our entire support organization.

• Serve as the organization's expert on networking, fleet monitoring, and customer support practices-handling complex network issues as the escalation point of contact for business leaders, IT staff, and managed service providers. Your technical depth will drive strategy defined by leadership, and you'll model troubleshooting methodologies that agents across all tiers follow.
• Work collaboratively with stakeholders across the organization, acting as the Voice of the Customer when making technical recommendations. This involves investigating customer contacts, drilling into unique and complex networking issues to support T1, T2, and T3 agents, and translating findings into actionable improvements for the broader team.
• Visit customer and partner locations to diagnose, repair, and install complex eero networks-bringing hands on expertise where it's needed most. Participate in the on call roster, handle incidents with urgency, and travel both domestically and internationally (up to 35%) on short notice as defined by leadership, with an emphasis on in region travel to quickly resolve customer and partner issues.

As a Sr. Network Support Engineer on the eero Support Engineering team, your day will involve serving as the go to SME for our product suite-mentoring CX agents while working alongside them on complex customer issues. You'll balance deep dive investigations into fleet wide anomalies with real time escalation support, collaborating cross functionally with engineering and product teams to drive root cause resolution. No two days look the same: one moment you're analyzing network telemetry data, the next you're coaching an agent through a tricky mesh topology issue.

The eero Support Engineering team is a globally distributed group of technical experts dedicated to delivering world class connectivity experiences. We sit at the intersection of hardware, software, and cloud-partnering closely with product and engineering teams to ensure customer issues are resolved quickly and systemic problems are eliminated at the source. Our culture values curiosity, ownership, and collaboration. We celebrate team members who dig deep, challenge assumptions, and advocate relentlessly for the customer. If you thrive in fast paced environments where your technical expertise directly impacts millions of connected homes, this is your team.

• Experience with networking and troubleshooting (TCP/IP, DNS, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig, cURL or related) at an advanced level
• Experience engaging, verbally and in writing, with internal and external stakeholders to convey complex ideas in a clear, concise manner
• Experience communicating technical details verbally and in writing
• Experience directly working with engineering teams

• Bachelor's degree or above in computer science
• Experience designing and developing scripts to automate operational burdens and reviewing scripting changes to ensure they meet the standards for maintainability, scalability, and security
• Experience in Linux and networking protocols, or experience in networking administration and troubleshooting that includes strong analytical skills, attention to detail, and effective communication abilities
• Knowledge of UNIX command line and network storage troubleshooting

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