Sr. Network Support Engineer, eero CX

Job Description

The Sr. Network Support Engineer (NSE) role at eero involves investigating customer and fleet impacting issues, serving as an SME for product teams, and providing escalation support to senior leadership.

Requirements

• Bachelor’s degree or equivalent experience
• 3+ years of engineering experience
• Advanced networking knowledge with an emphasis on enterprise deployments
• Strong business acumen
• Excellent communication skills
• Ability to think strategically and tactically with attention to detail
• Tenacity to develop ideas independently and thrive in a fast-paced start-up environment
• Ability to work closely with data and use analytics to problem-solve
• Ability to travel both domestically and internationally
• Ability to write scripts to automate repetitive tasks

Responsibilities

• Serve as an expert on networking, fleet monitoring, and customer support practices
• Handle complex network issues and serve as the escalation point of contact for business leaders, IT staff, and MSPs
• Drive strategy and model technical troubleshoot methods for agents to follow
• Work collaboratively with stakeholders across the organization
• Investigate customer contacts, drilling into unique and complex networking issues
• Visit customer and partner locations to diagnose, repair, and install complex eero networks
• Be part of the on-call roster and handle incidents

Benefits

• Medical, dental, and vision coverage (multiple plan options)
• Health savings and flexible spending accounts
• 24/7 Employee Assistance Program for mental health support
• 401(k) with company match and various investment choices
• Company-paid life/AD&D and disability insurance
• Restricted stock units (RSUs) for employee ownership
• Child care and elder care referrals, adoption assistance
• Paid maternity and parental leave (including Ramp Back)
• Paid time off (PTO) and company holidays
• Employee discount on Amazon.com products
• Career Choice program (95% tuition and textbook coverage)