Sr. Network Support Engineer, eero

eero is on a mission to make technology in homes and businesses just work - through fast, reliable, and secure connectivity. But fixing connectivity is only the beginning. We're building the foundation for small business solutions and smart homes by designing proprietary hardware, enabling it with intelligent software, and connecting it seamlessly to the cloud. Every product we ship reflects our commitment to delivering a world-class experience to every customer.

As a Sr. Network Support Engineer (NSE) in the eero Support Engineering team, you'll join a global team of NSEs who investigate customer and fleet-impacting issues, serve as subject matter experts across product, engineering, marketing, and CX organizations, and provide escalation support to senior leadership. Your work will directly shape how we identify and resolve issues that impact the customer experience - ensuring we meet our commitments to customers worldwide. This is a high-visibility role where technical depth meets customer obsession: you'll drive resolution on complex networking challenges while influencing the tools, processes, and strategies that elevate our entire support organization.

Key job responsibilities

As a Sr. Network Support Engineer in the eero team, you will:

You'll serve as the organization's expert on networking, fleet monitoring, and customer support practices - handling complex network issues as the escalation point of contact for business leaders, IT staff, and managed service providers. Your technical depth will drive strategy defined by leadership, and you'll model troubleshooting methodologies that agents across all tiers follow.

You'll work collaboratively with stakeholders across the organization, acting as the Voice of the Customer when making technical recommendations. This means investigating customer contacts, drilling into unique and complex networking issues to support T1, T2, and T3 agents, and translating findings into actionable improvements for the broader team.

You'll also visit customer and partner locations to diagnose, repair, and install complex eero networks - bringing hands-on expertise where it's needed most. You'll participate in the on-call roster, handle incidents with urgency, and travel both domestically and internationally (up to 35%) on short notice as defined by leadership, with an emphasis on in-region travel to quickly resolve customer and partner issues.

A day in the life

As a Sr. Network Support Engineer on the eero Support Engineering team, your day will involve serving as the go-to SME for our product suite - mentoring CX agents while working alongside them on complex customer issues. You'll balance deep-dive investigations into fleet-wide anomalies with real-time escalation support, collaborating cross-functionally with engineering and product teams to drive root-cause resolution. No two days look the same: one moment you're analyzing network telemetry data, the next you're coaching an agent through a tricky mesh topology issue.

About the team

The eero Support Engineering team is a globally distributed group of technical experts dedicated to delivering world-class connectivity experiences. We sit at the intersection of hardware, software, and cloud - partnering closely with product and engineering teams to ensure customer issues are resolved quickly and systemic problems are eliminated at the source. Our culture values curiosity, ownership, and collaboration. We celebrate team members who dig deep, challenge assumptions, and advocate relentlessly for the customer. If you thrive in fast-paced environments where your technical expertise directly impacts millions of connected homes, this is your team.

Basic qualifications

- Experience troubleshooting networks (e.g., TCP/IP, DNS, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig, cURL or similar/related technology)

- Experience engaging, verbally and in writing, with internal and external stakeholders to convey complex ideas in a clear, concise manner

- 1+ years of working directly with engineering teams experience

- 7+ years of network, system, or software architecture experience

- Experience prioritizing and handling multiple assignments at any given time while maintaining commitment to deadlines

Preferred qualifications

- Experience with process improvement, Kaizan, and Six Sigma, or experience in creating process improvements with automation and analysis

- Bachelor's degree or above in computer science or other related discipline

- Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience working with customers with a passion for delivering exceptional service

- Proven track record of taking ownership and delivering results

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.

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.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.