Sr. Network Support Engineer, eero

DESCRIPTION

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:
Serve as an expert on networking, fleet monitoring, and customer support practices.
Handle complex network issues, serving as the escalation point of contact for business leaders, IT staff, and MSPs.
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.
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
4+ years of software development, or 4+ years of technical support experience
Experience scripting in modern program languages
Experience troubleshooting and debugging technical systems
Experience in agile/scrum or related collaborative workflow
Experience troubleshooting and documenting findings
PREFERRED QUALIFICATIONS
Knowledge of distributed applications/enterprise applications
Knowledge of UNIX/Linux operating system
Experience analyzing and troubleshooting RESTful web API calls

Acknowledgement of country:
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

IDE statement:
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.