Sr. Field Support Engineer, eero

At eero we pride ourselves in providing every customer 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, however, just the start. We're working on the building blocks of the small business solutions and smart homes by designing our own hardware, enabling it with powerful software, and tying it all together to the cloud. We are seeking a Sr. Field Support Engineer to join our team of existing Network Support Engineers (NSE) across the country. NSE’s investigate customer and fleet impacting issues, serve as SMEs for our product, engineering, marketing, and CX teams, and provide escalation support to senior leadership. NSE’s are the first line of support when it comes to identifying issues that can impact the customer experience, and this role will ensure we are meeting our commitments to customers across the globe.

Key job responsibilities
As a member of our Support Engineering team, you will be looked upon as an SME for our products. You’ll mentor CX Agents, while working alongside them on customer issues.

As an Field Support Engineer, you will:
- Serve as an expert on networking, fleet monitoring, and customer support practices.
- Handle complex network issues, serving as the escalation point of contact for business leaders, IT staff, MSPs, and residential installations.
- Visit customer and partner locations - mapping new installations, troubleshooting, repairing, and installing complex network solutions. (50-75% travel)
- Work collaboratively with stakeholders across the organization, acting 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.
- Be part of the on-call roster and handle incidents.
- Ability to travel both domestically and internationally (<50%). This role will require short notice travel as defined by leadership, with an emphasis on domestic travel to quickly solve customer and partner issues.

About the team
At eero we pride ourselves in providing every customer 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, however, just the start. We're working on the building blocks of the small business solutions and smart homes by designing our own hardware, enabling it with software, and tying it all together to the cloud.

We are seeking a Sr. Field Support Engineer to join our team of existing Network Support Engineers (NSE) across the country. NSE’s investigate customer and fleet impacting issues, serve as SMEs for our product, engineering, marketing, and CX teams, and provide escalation support to senior leadership. NSE's are the first line of support when it comes to identifying issues that can impact the customer experience, and this role will ensure we are meeting our commitments to customers across the globe.

Interested in exploring career opportunities with eero?
Visit our careers page to view all open positions: https://www.amazon.jobs/content/en/teams/devices-services/hardware-eero?country%5B%5D=US&keyword%5B%5D=eero

Basic Qualifications

- 3+ years of engineering experience
- Experience in the application of network design, including knowledge of major routing protocols, topology design, network hardware, device configuration, and traffic engineering

Preferred Qualifications

- Experience converting insights into strategy and communicating complex ideas clearly and logically in written communication
- Experience providing and effectively communicating strategic and tactical recommendations based on data
- Experience communicating technical details verbally and in writing
- Experience working with fast-moving, high-performance teams and driving innovative solutions tailored to unique business environments
- Experience working with data and leveraging analytics to make decisions
- Experience prioritizing and handling multiple assignments at any given time while maintaining commitment to deadlines, or experience managing multiple calendars
- Experience in enterprise software
- Experience in external enterprise customer-facing role as a technical lead, with strong oral and written communication skills, presenting to both large and small audiences
- Excellent business acumen with a track record of success
- Previous experience representing organizations at trade shows, conferences, and industry events.
- Proven track record of taking ownership and delivering results
- Experience with system configuration, patching and upgrades.
- Experience understanding of network topology and its impact on distributed system performance

Amazon is an equal opportun