Network Support Engineer, eero

This is a high-impact role where no two days look the same. You’ll serve as the connective tissue between eero’s production fleet and next-generation product development - spending the majority of your time ensuring customers and devices are running flawlessly, while shaping the products of tomorrow. As a go-to technical expert for CX, Engineering, and Product teams, you’ll make a direct impact on the quality and reliability of eero’s network experience - from pre-release prototypes through to millions of deployed devices in homes and businesses worldwide. If you thrive at the intersection of deep technical troubleshooting and customer advocacy, this role offers the breadth and ownership to match., As a Network Support Engineer in the eero team within Amazon Devices, you will own the end-to-end escalation experience for executive, VIP, and fleet-level incidents - driving customer communication, case assignment, and resolution while serving as the subject matter expert on networking, fleet monitoring, and support best practices.

You’ll partner with Vendor and Internal Managers to monitor contact trends, performing deep dives, log collection, and root-cause analysis to resolve complex technical issues at scale. You’ll advocate for the customer experience alongside Product and Engineering teams, influencing key decisions and driving strategy for CX troubleshooting methods that elevate the entire support organization’s effectiveness.

You’ll also bring hands-on expertise directly to the field - visiting customer and partner locations to diagnose, repair, and install eero networks. On the product development side, you’ll identify and track software defects through the full bug lifecycle, analyze test results from pre-release hardware, software, and firmware, and validate prototype devices against quality standards to ensure new releases are production-ready before reaching customers.

A day in the life As a Network Support Engineer on the eero team, your day will involve triaging escalations from VIP customers and fleet-wide incidents, collaborating with Engineering on active defects, and reviewing pre-release test results to validate upcoming firmware builds. You’ll spend time analyzing contact trends with vendor partners, coaching CX agents on troubleshooting methodology, and occasionally traveling to customer sites for hands-on network diagnostics. Your internal stakeholders span Product, Engineering, CX Leadership, and Quality - and the problems you solve directly shape the reliability millions of customers depend on daily.

Experience troubleshooting and debugging technical systems

• Bachelor’s degree in a relevant field or equivalent work experience
• Experience in technical support, or experience in networking administration and troubleshooting and experience in Linux and Networking protocols

Preferred Qualifications

• Knowledge of distributed applications/enterprise applications
• Experience analyzing and troubleshooting RESTful web API calls
• Experience with AI/ML technologies
• Experience with process improvement, Kaizan, and Six Sigma, or experience in creating process improvements with automation and analysis
• Experience working in a fast-paced and ambiguous environment, or experience communicating results to senior leadership
• Enterprise network certification such as CCNA, Certified Wireless Network Administrator (CWNA), or Certified Wireless Design Professional (CWDP)

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