Network Support Professional
We are seeking a skilled Network Support Professional to provide exceptional customer support on wireless networks enabled by eero devices. The ideal candidate will be comfortable working in a technical support environment, curious to learn about eero support processes and tools, committed to doing the best for their team, and driven to help customers.
The role involves providing advanced technical support to customers and Tier 1 colleagues via phone, email, or chat, configuring network devices, troubleshooting complex network issues, documenting all support interactions, and identifying and escalating complex issues to higher tier support teams. Additionally, the successful candidate will provide guidance, mentoring, and on-the-job training to help junior team members continuously learn and improve.
Responsibilities:
* Provide advanced technical support to customers and Tier 1 colleagues via phone, email, or chat.
* Configure network devices, including routers, switches, firewalls, and wireless access points.
* Troubleshoot complex network issues, such as routing, switching, and firewall problems — alongside the devices connecting to them.
* Thoroughly document all support interactions and their resolutions.
* Identify and escalate complex issues to higher tier support teams.
* Provide guidance, mentoring, and on-the-job training to help junior team members continuously learn and improve.
Required Skills and Qualifications:
* Minimum of 2 years customer-facing support experience with a minimum of 12 months in a technical support capacity.
* Experience delivering courteous and efficient support to both external customers and internal colleagues.
* Ability to identify and troubleshoot technical issues efficiently and logically.
* Ability to leverage data and analytics to solve problems effectively.
* Ability to effectively tailor communication style and content of technical information, both verbally and in writing, to the needs and understanding level of the audience.
* Willingness for continuous learning that includes networking certifications during provided company time (e.g., CompTIA Network+).
Benefits:
* A unique opportunity to work with an amazing team of intelligent, motivated, and supportive colleagues.
* A comprehensive training program that covers WiFi fundamentals, networking concepts, and eero-specific tools.
* An inclusive culture that empowers employees to deliver the best results for customers.
Acknowledgement Of Country:
In the spirit of reconciliation, we acknowledge the Traditional Custodians of country 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:
We are an equal opportunity employer and do not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers us to deliver the best results for our customers.