Network Support Engineer, eero CX

Job Description

eero is seeking a Network Support Engineer (NSE) to join their team. The NSE will investigate customer and fleet impacting issues, serve as an expert on networking, fleet monitoring, and customer support practices, and provide escalation support to senior leadership.

Requirements

• Bachelor’s degree or equivalent experience
• 2+ years of engineering experience
• Advanced networking knowledge with an emphasis on enterprise deployments
• Strong business acumen
• Excellent communication skills
• Ability to think strategically and tactically with attention to detail
• Ability to clearly document technical issues, solutions, and knowledge base articles
• Tenacity to develop ideas independently and thrive in a fast-paced start-up environment
• Capable of working closely with data and using analytics to problem-solve
• Ability to travel both domestically and internationally (<35%)
• Ability to write scripts to automate repetitive tasks and make support processes efficient

Responsibilities

• Serve as an expert on networking, fleet monitoring, and customer support practices
• Handle complex network issues and serve as the escalation point of contact for business leaders, IT staff, and MSPs
• Drive strategy and model technical troubleshoot methods for agents to follow
• Work collaboratively with stakeholders across the organization
• Investigate customer contacts and drilling into unique and complex networking issues to support T1, T2, and T3 Agents
• Visit customer and partner locations, diagnosing, repairing, and installing complex eero networks
• Be part of the on-call roster and handle incidents

Benefits

• Medical, dental, and vision coverage (multiple plan options)
• Health savings and flexible spending accounts
• 24/7 Employee Assistance Program for mental health support
• 401(k) with company match and various investment choices
• Company-paid life/AD&D and disability insurance
• Restricted stock units (RSUs) for employee ownership
• Child care and elder care referrals, adoption assistance
• Paid maternity and parental leave (including Ramp Back)
• Paid time off (PTO) and company holidays
• Employee discount on Amazon.com products
• Career Choice program (95% tuition and textbook coverage)