IT & Software

Sr. Network Support Engineer, eero

Amazon

London · Greater London · United Kingdom

Overview

In this role you will serve as the network SME within the eero Support Engineering team, driving expert-level troubleshooting for complex networking issues and fleet-wide health. You will collaborate with engineering, product, and CX to translate findings into improvements, training, and scalable support processes. The position includes hands-on diagnostics at customer sites, on-call incident handling, and travel to resolve issues quickly. You’ll influence strategy and elevate the customer experience through deep technical leadership.

Responsibilities
  • Serve as the organization’s networking and fleet-monitoring expert and escalation point for leadership, IT staff, and MSPs
  • Model and disseminate effective troubleshooting methodologies used by agents across tiers
  • Collaborate with cross-functional stakeholders to translate customer findings into actionable improvements
  • Act as Voice of the Customer when making technical recommendations
  • Investigate complex networking issues, support T1–T3 agents, and drive root-cause analysis
  • Visit customer and partner locations to diagnose, repair, and install complex eero networks
  • Participate in on-call rotation, handle incidents with urgency, and travel domestically/internationally up to 35%
  • Mentor CX agents and work with engineering/product teams to resolve fleet-wide anomalies
  • Analyze network telemetry data and coach on challenging mesh topology issues
Key requirements
  • Advanced-level experience with networking troubleshooting (TCP/IP, DNS, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig, cURL)
  • Strong written and verbal communication with internal/external stakeholders
  • Experience communicating complex technical details clearly
  • Experience collaborating with engineering teams
  • Excellent verbal and written communication
  • Stakeholder engagement
  • Cross-functional collaboration
  • Networking protocols and Linux/UNIX environment
  • Automation scripting experience (design/development and reviewing changes for maintainability, scalability, security)
  • UNIX command-line proficiency and network storage troubleshooting

Reference: WJ-747_30303998

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