Job ID: 2945644 | Amazon Corporate Services Pty Ltd
At eero, we pride ourselves on providing every customer with 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 just the start. We're working on building blocks for small business solutions and smart homes by designing our own hardware, enabling it with software, and integrating it with the cloud. We are seeking a Sr. Network Support Engineer (NSE) to join our team of existing NSEs across the country. NSEs investigate customer and fleet-impacting issues, serve as SMEs for our product, engineering, marketing, and CX teams, and provide escalation support to senior leadership. NSEs are the first line of support when it comes to identifying issues that can impact the customer experience, and this role will ensure we meet our commitments to customers worldwide.
Key job responsibilities
As an NSE, you will:
1. Serve as an expert on networking, fleet monitoring, and customer support practices.
2. Handle complex network issues, serving as the escalation point of contact for business leaders, IT staff, and MSPs.
3. Drive strategy, as defined by your leadership, and model technical troubleshooting methods for agents to follow.
4. Work collaboratively with stakeholders across the organization, acting as the Voice of the Customer when making technical recommendations.
5. Investigate customer contacts, drilling into unique and complex networking issues to support T1, T2, and T3 Agents.
6. Visit customer and partner locations, diagnosing, repairing, and installing complex eero networks.
7. 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 regarded as an SME for our products. You’ll mentor CX Agents while working alongside them on customer issues.
BASIC QUALIFICATIONS
* Bachelor’s degree or equivalent experience
* 3+ years of engineering experience
* Advanced networking knowledge with an emphasis on enterprise deployments (routing, switching, etc.)
* Strong business acumen with a track record of success
* Excellent communication skills and ability to convey complex insights to internal and external entities
* Ability to think strategically and tactically with attention to detail
* Ability to clearly document technical issues, solutions, and knowledge base articles
* Tenacity to develop ideas independently and thrive in a fast-paced start-up environment
* Capable of working closely with data and using analytics to problem-solve
* Ability to travel domestically and internationally (<35%), including short notice travel
* Ability to write scripts to automate repetitive tasks and support processes
PREFERRED QUALIFICATIONS
* Proven track record of ownership and delivering results
* Strong prioritization skills and experience meeting multiple deadlines
* Excellent verbal and written communication skills, with vendor, client, or customer-facing experience
* Experience supporting enterprise software applications
* Knowledge of UNIX command-line and network storage troubleshooting is a plus
* Experience with system configuration, patching, and upgrades
* Understanding of network topology and its impact on distributed system performance
In acknowledgment of country: Amazon recognizes the Traditional Custodians of land 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 based on veteran status, disability, or other protected characteristics. Our inclusive culture empowers all Amazonians to deliver the best results for our customers. If you require workplace accommodations during the application or onboarding process, please visit this link. If your country or region isn't listed, please contact your Recruiting Partner.
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