Sr.
Network Support Engineer, eero – Amazon
Location: West Pennant Hills, New South Wales, Australia
Company: Amazon Corporate Services Pty Ltd
Job ID: A*******
Description
At eero we pride ourselves in 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.
We design our own hardware, enable it with software, and bind it to the cloud, creating small-business solutions and smart-home ecosystems.
We are seeking a Senior Network Support Engineer (NSE) to join our nationwide team of NSEs.
In this role you will investigate customer and fleet-impacting issues, serve as a subject-matter expert for our product, engineering, marketing, and CX teams, and provide escalation support to senior leadership.
You will be the first line of support for issues that can impact the customer experience, ensuring we meet our commitments globally.
Key Responsibilities
Serve as an expert on networking, fleet monitoring, and customer support practices.
Handle complex network issues and act as the escalation point of contact for business leaders, IT staff, and MSPs.
Drive strategy defined by leadership and model technical troubleshooting methods for agents.
Collaborate with stakeholders across the organization and act as the Voice of the Customer when making technical recommendations.
Investigate customer contacts, drilling into unique and complex networking issues to support T1, T2, and T3 agents.
Visit customer and partner locations to diagnose, repair, and install complex eero networks.
Participate in the on-call roster and handle incidents.
Mentor and work with CX agents on customer issues.
Basic Qualifications
4+ years of technical support experience or software development.
Experience scripting in modern programming languages.
Experience troubleshooting and debugging technical systems.
Experience with agile/scrum or related collaborative workflows.
Experience troubleshooting and documenting findings.
Preferred Qualifications
Knowledge of distributed applications/enterprise applications.
Knowledge of UNIX/Linux operating systems.
Experience analyzing and troubleshooting RESTful web API calls.
Acknowledgement of Country
In the spirit of reconciliation Amazon acknowledges 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.
Equal Opportunity Employment (IDE Statement)
Amazon is an equal-opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit for more information.
If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
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