This is a Sr. Network Support Engineer, eero role with Amazon based in Sydney, NSW, AU
-- Amazon --
Role Seniority: senior
More about the Sr. Network Support Engineer, eero role at Amazon
Description
At eero, we pride ourselves on 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. Fixing connectivity in the home is just the start; we're working on small business solutions and smart homes by designing our own hardware, enabling it with software, and integrating it with 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 product, engineering, marketing, and CX teams, and provide escalation support to senior leadership. They are the first line of support when it comes to identifying issues that can impact 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, serving 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, resolving complex networking issues to support Tier 1, Tier 2, and Tier 3 agents.
* Visit customer and partner locations to diagnose, repair, and install complex eero networks.
* Participate in on-call rotations to handle incidents.
A day in the life
As part of our Support Engineering team, you will be an SME for our products, mentoring CX Agents and working alongside them on customer issues.
Basic Qualifications
* Bachelor's degree or equivalent experience
* 3+ years of engineering experience
* Advanced networking knowledge, especially in enterprise deployments (routing, switching, etc.)
* Strong business acumen with a successful track record
* Excellent communication skills to convey complex insights
* Ability to document technical issues and solutions clearly
* Tenacity to develop ideas independently in a fast-paced environment
* Proficiency with data analysis and troubleshooting
* Willingness to travel domestically and internationally
Preferred Qualifications
* Proven ownership and results delivery
* Ability to prioritize and meet multiple deadlines
* Experience with enterprise software support
* Knowledge of UNIX command-line and network storage troubleshooting
* Experience with system configuration, patching, and upgrades
* Understanding of network topology and its impact on performance
Acknowledgement Of Country
Amazon acknowledges the Traditional Custodians of country throughout Australia, paying respect to their elders past and present, and extending respect to all Aboriginal and Torres Strait Islander peoples.
EEO Statement
Amazon is an equal opportunity employer, supporting workplace accommodations for applicants with disabilities. For more information, please contact your Recruiting Partner.
Company: Amazon Corporate Services Pty Ltd
Job ID: A2945644
Before we jump into the responsibilities of the role, remember that you'll be learning new things all the time, and the Amazon team will support your growth.
Please consider applying even if you don't meet 100% of the outlined requirements.
Key Responsibilities
* Serving as an expert
* Handling complex network issues
* Driving strategy
Key Strengths
* Advanced networking knowledge
* Excellent communication skills
* Strong business acumen
* Experience with UNIX command-line
* Knowledge of network storage troubleshooting
* Ability to write scripts for automation
Why Amazon is partnering with Hatch on this role
Hatch aims to level the playing field for job seekers. When you apply, you can showcase more than just your resume.
A Final Note: This is a role with Amazon, not Hatch.
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