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This is a Sr. Network Support Engineer, eero role with Amazon based in Sydney, NSW, AU
Role Seniority
Senior
More about the Sr. Network Support Engineer, eero role at Amazon
Description
At eero, we pride ourselves on providing every customer a world-class experience. Our mission is to make technology in homes and businesses just work—through fast, reliable, secure connectivity. We are working on building blocks for small business solutions and smart homes by designing our own hardware, enabling it with software, and integrating everything into 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 products, engineering, marketing, and CX teams, and provide escalation support to senior leadership. They are the first line of support for identifying issues impacting the customer experience, ensuring we meet our commitments worldwide.
Key job responsibilities
* Serve as an expert on networking, fleet monitoring, and customer support practices.
* Handle complex network issues, acting as the escalation point for business leaders, IT staff, and MSPs.
* Drive strategy as defined by leadership and model troubleshooting methods for agents.
* Collaborate with stakeholders across the organization, acting as the voice of the customer in technical recommendations.
* Investigate customer contacts, addressing unique and complex networking issues to support Tier 1, 2, and 3 agents.
* Visit customer and partner locations to diagnose, repair, and install complex eero networks.
* Participate in the on-call roster and handle incidents.
A day in the life
As a member of our Support Engineering team, you will be recognized as an SME for our products. You’ll mentor CX agents and work 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 successful track record
* Excellent communication skills, capable of conveying complex insights
* Ability to think strategically and tactically with attention to detail
* Ability to document technical issues, solutions, and knowledge base articles clearly
* Tenacity to develop ideas independently and thrive in a fast-paced environment
* Proficiency with data analysis and problem-solving
* Willingness to travel domestically and internationally
* Ability to write scripts to automate repetitive tasks and improve support processes
Preferred Qualifications
* Proven ownership and results delivery
* Strong prioritization skills and experience managing 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
* Experience with system configuration, patching, and upgrades
* Understanding of network topology and its impact on distributed system performance
Additional Information
Amazon acknowledges the Traditional Custodians of land throughout Australia and pays respect to elders past and present. We are an equal opportunity employer and support workplace accommodations for applicants with disabilities. For more info, visit this link .
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Information Technology
Industries
* Internet Marketplace Platforms
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