Sr. Network Support Specialist - Italian & English, eero

Amazon.com, Inc.; Greater London; On-site; GBP 55,000 - 85,000; Full time

Job summary

Amazon UK Services Ltd. in London is seeking a Sr. Network Support Specialist (Bilingual Italian & English) to support English- and Italian-speaking customers across EMEA. Role requires hands-on networking and WiFi knowledge, with training provided on AWS-like tools and protocols.

Based in our London office, you will join a collaborative team delivering high-quality support, mentoring juniors, and handling complex issues with a customer-first mindset in two languages.

Qualifications

• Experience in technical work related to computer systems and technology components.
• Experience handling customers and conflict resolution with a focus on quality for customer experience.
• Experience in MS Office, with an emphasis on Excel.
• Experience in web technologies and the internet.
• Experience taking ownership and driving resolution on escalated customer issues.
• Experience in technical support, or experience dealing effectively with customers during problem resolution and operating efficiently under pressure.
• Experience demonstrating strong analytical abilities and confidence in the use of data.

Responsibilities

• Providing advanced technical support to both English-speaking and Italian-speaking customers, as well as Tier 1 colleagues, via phone, email, or chat.
• Getting hands on with network devices, configuring routers, switches, firewalls, and wireless access points.
• Troubleshooting complex network issues like routing, switching, and firewall problems, plus the devices connecting to them.
• Documenting every support interaction so the team can learn and improve together.
• Spotting complex issues and escalating them to higher tier support teams when needed.
• Mentoring and coaching junior team members, sharing what you know and helping them level up.
• Being the go-to person for our Italian-speaking customers across the EMEA region, making sure they get an exceptional experience in their own language, while also supporting English-speaking customers day to day.

Skills

Technical support

Customer handling

Excel

Web technologies

Data analysis

Technical communication

Tools

CWNA

CCNA

Job description

Job ID: 10599181 | Amazon UK Services Ltd.

This role would require you to speak, read and write in English & Italian at a minimum of B2 level

This role is 5days a week but would require you to work on either of Saturday or Sunday on rotational basis

At eero, we're on a mission to make connectivity just work. No dead zones, no buffering, no stress. We build the hardware, craft the software, and tie it all together in the cloud to deliver fast, reliable, and secure WiFi for homes and businesses. And we're just getting started. Think smart homes, small business solutions, and the future of connected living.

We're looking for a Sr. Network Support Specialist (Bilingual Italian &English) to join our London team. If you're someone who loves solving tricky tech problems, thrives on helping people, and can switch effortlessly between English and Italian, this could be your next move. You'll be supporting both English speaking and Italian speaking customers across the EMEA region and beyond, so being comfortable communicating in both languages is essential. If you've got some networking knowledge and a feel for WiFi and telecommunications, even better. We'll invest in your growth with hands-on training covering WiFi fundamentals, networking concepts, and all the eero specific tools you'll need to succeed.

You'll be based in our London office, working alongside a brilliant, supportive team in a global company where your career can genuinely grow.

Key job responsibilities

Here's what you'll actually be doing day-to-day:

• Providing advanced technical support to both English-speaking and Italian-speaking customers, as well as Tier 1 colleagues, via phone, email, or chat.
• Getting hands on with network devices, configuring routers, switches, firewalls, and wireless access points.
• Troubleshooting complex network issues like routing, switching, and firewall problems, plus the devices connecting to them.
• Documenting every support interaction so the team can learn and improve together.
• Spotting complex issues and escalating them to higher tier support teams when needed.
• Mentoring and coaching junior team members, sharing what you know and helping them level up.
• Being the go-to person for our Italian-speaking customers across the EMEA region, making sure they get an exceptional experience in their own language, while also supporting English-speaking customers day to day.

A day in the life

No two days are the same. You'll be the escalation point for customers and Tier 1 specialists, tackling complex technical and account challenges that demand deeper problem-solving and quick thinking under pressure. When issues require further investigation, you'll collaborate directly with CS Engineering teams to find the right solution. Supporting both English-speaking and Italian-speaking customers, you'll play a vital role in our growing EMEA customer base — ensuring every customer feels heard and supported. It's fast-paced, rewarding, and genuinely impactful.

About the team

At eero, we believe connectivity should simply work — no dead zones, no buffering, no stress. Our Customer Support team is at the heart of that mission, ensuring every customer has a seamless experience from setup to daily use. Based in London, you'll join a collaborative, technically curious team that values knowledge-sharing, continuous improvement, and delivering world-class support. We’re growing fast across EMEA, and your bilingual expertise will directly shape how we serve our expanding customer base.

Basic Qualifications

• Experience in technical work related to computer systems and technology components
• Experience handling customers and conflict resolution with a focus on quality for customer experience
• Experience in MS Office, with an emphasis on Excel
• Experience in web technologies and the internet
• Experience taking ownership and driving resolution on escalated customer issues
• Experience in technical support, or experience dealing effectively with customers during problem resolution and operating efficiently under pressure
• Experience demonstrating strong analytical abilities and confidence in the use of data
• Experience in communicating technically, at a level appropriate for the audience
• Speak, write, and read fluently in Italian and English at B2 level or above
• Ability to identify and troubleshoot technical issues efficiently and logically.

Preferred Qualifications

• Experience handling customer escalations
• Knowledge of TCP/IP networks
• Certified Wireless Network Administrator (CWNA) certification (training provided).
• Cisco Certified Network Associate (CCNA) certification (training provided).
• Experience supporting customers across multiple European markets or in a multilingual environment.

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Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Veterans, military spouses, and people with disabilities are encouraged to apply.