Sr. Enterprise Network Support Engineer , eero CX Eng

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. As eero expands into the enterprise space, serving corporate offices, hospitality venues, retail locations, multi-dwelling units, and large-scale managed deployments, we need engineers who can support the complexity of these environments. We are seeking a Sr. Enterprise Network Support Engineer (NSE) to join our team of existing NSEs across the globe. Enterprise NSEs investigate fleet and customer-impacting issues across large-scale deployments, serve as SMEs for our enterprise product, engineering, partner, and CX teams, and provide escalation support to senior leadership. Enterprise NSE’s are the first line of support when it comes to identifying issues that can impact the enterprise customer experience, and this role will ensure we are meeting our commitments to enterprise customers and partners across the globe.

A day in the life

As a member of our Enterprise Support Engineering team, you will be looked upon as an SME for our

enterprise products and deployments. You’ll mentor CX Agents, while working alongside them on complex

enterprise customer issues.

As an Network Support Engineer - Enterprise, you will:

• Serve as an expert on enterprise networking, fleet monitoring, and multi-site deployment support practices.
• Handle complex enterprise network issues across corporate, hospitality, retail, MDU, and managed service environments, serving as the escalation point of contact for business leaders, IT directors, and MSPs.
• Drive enterprise support strategy, as defined by your leadership, and model technical troubleshooting methods for agents to follow across large-scale deployments.
• Work collaboratively with stakeholders across the organization-including enterprise sales, partner engineering, and product teams-acting as the Voice of the Customer when making technical recommendations. Investigate enterprise customer contacts, drilling into unique and complex networking issues involving VLANs, multi-site configurations, managed switches, captive portals, and high-density environments to support T1, T2, and T3 Agents.
• Visit enterprise customer and partner locations, diagnosing, repairing, and installing complex multi-node eero networks in corporate offices, hotels, retail stores, and other commercial environments.
• Be part of the on-call roster and handle enterprise-level incidents, including multi-site outages and partner escalations.

Ability to travel both domestically and internationally (<35%). This role will require short notice travel as defined by leadership, with an emphasis on domestic travel to quickly solve enterprise customer and partner issues.

• Bachelor’s degree in a relevant field or equivalent work experience
• 3+ years of supporting and maintaining a corporate network environment experience
• Experience that includes strong analytical skills, attention to detail, and effective communication abilities
• Experience writing and publishing technical documents or equivalent
• Experience working with fast-moving, high-performance teams and driving innovative solutions tailored to unique business environments
• Experience recognizing a challenge and working with a variety of teams and data sources to diagnose the problem and recommend solutions
• Experience in technical support, or experience with automation and any version control tools and experience with programming/scripting (Batch, VB, PowerShell, Java, C#, Chef, Perl, Ruby and/or PHP)
• Experience communicating clearly and concisely with leadership, stakeholders, and cross-functional teams
• 5+ years of engineering experience with at least 3 years focused on enterprise networking
• Advanced networking knowledge with an emphasis on enterprise deployments (VLANs, routing, switching, 802.1X, RADIUS, captive portals, multi-site WAN architecture)
• Excellent business acumen with a track record of success managing enterprise customer relationships, * Experience in managing and troublshooting network, or experience in Network protocols like DNS/DHCP/TCP and experience managing full application stacks from the OS up through custom applications
• Experience with logging and monitoring tools, such as: AWS CloudWatch, Datadog, New Relic and Splunk
• CCNA or equivalent level networking certification, or Bachelor’s degree
• Experience with hospitality Property Management Systems (PMS) and their network integration requirements
• Familiarity with retail POS network requirements and PCI compliance considerations
• Experience managing or supporting Managed Service Provider (MSP) relationships
• Working knowledge of MDU/bulk deployments and their unique network topology challenges
• Experience with high-density wireless deployments (100+ concurrent clients per AP)

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits .

USA, CA, San Francisco - 139,100.00 - 188,200.00 USD annually

USA, ID, Boise - 121,000.00 - 163,700.00 USD annually

USA, WA, Seattle - 121,000.00 - 163,700.00 USD annually