Network Support Specialist
This role is for a skilled Network Support Specialist to join our team of experts in providing world-class support to customers worldwide. Our mission is to make technology work seamlessly in homes and businesses through fast, reliable, and secure connectivity.
We are seeking an experienced professional with advanced networking knowledge to serve as a subject matter expert (SME) for our products, engineering, marketing, and customer experience teams. The successful candidate will be responsible for investigating complex network issues, driving strategy, and modeling technical troubleshooting methods for agents to follow.
A Day in the Life
As a Network Support Specialist, you will be part of our Support Engineering team, working closely with CX Agents to provide exceptional customer service. You will mentor and guide them on complex networking issues, while also collaborating with stakeholders across the organization to ensure seamless communication.
You will be responsible for visiting customer and partner locations to diagnose, repair, and install complex eero networks, as well as being part of the on-call roster to handle incidents. This role requires strong business acumen, excellent communication skills, and the ability to think strategically and tactically.
Key Responsibilities
* Serve as a subject matter expert for networking, fleet monitoring, and customer support practices.
* Handle complex network issues, serving as the escalation point of contact for business leaders, IT staff, and MSPs.
* Drive strategy and model technical troubleshooting methods for agents to follow.
* Collaborate with stakeholders across the organization to ensure seamless communication and issue resolution.
* 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.