Sr. Enterprise Network Support Engineer , eero CX Eng

Amazon; San Francisco (CA); Hybrid; USD 139,100 - 188,200; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Parental leave

Job summary

Amazon is seeking a Sr. Enterprise Network Support Engineer (NSE) in San Francisco, CA. This role focuses on providing expert support within the enterprise environment, managing complex network issues, and collaborating across teams. You will mentor CX agents and resolve high-impact customer networking challenges.

The ideal candidate has extensive experience in enterprise network management and excellent communication skills. The position offers competitive compensation and comprehensive benefits, emphasizing travel readiness to address enterprise issues seamlessly.

Qualifications

• 3+ years supporting corporate network environments.
• Experience in technical support and automation.
• Advanced networking knowledge with VLANs, routing, and switching.

Responsibilities

• Serve as an expert on enterprise networking.
• Manage complex enterprise network issues.
• Drive enterprise support strategy with leadership.

Skills

Analytical skills

Attention to detail

Effective communication

Network protocols

Troubleshooting

Education

Bachelor's degree in a relevant field

Tools

AWS CloudWatch

Datadog

New Relic

Splunk

Programming/Scripting tools

Job description

Description

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. As eero expands into the enterprise space, serving corporate offices, hospitality venues, retail locations, multi-dwelling units, and large-scale managed deployments, we need engineers who can support the complexity of these environments. We are seeking a Sr. Enterprise Network Support Engineer (NSE) to join our team of existing NSEs across the globe. Enterprise NSEs investigate fleet and customer-impacting issues across large-scale deployments, serve as SMEs for our enterprise product, engineering, partner, and CX teams, and provide escalation support to senior leadership. Enterprise NSE’s are the first line of support when it comes to identifying issues that can impact the enterprise customer experience, and this role will ensure we are meeting our commitments to enterprise customers and partners across the globe.

A day in the life

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

Responsibilities

• Serve as an expert on enterprise networking, fleet monitoring, and multi-site deployment support practices.
• Handle complex enterprise network issues across corporate, hospitality, retail, MDU, and managed service environments, serving as the escalation point of contact for business leaders, IT directors, and MSPs.
• Drive enterprise support strategy, as defined by your leadership, and model technical troubleshooting methods for agents to follow across large-scale deployments.
• Work collaboratively with stakeholders across the organization—including enterprise sales, partner engineering, and product teams—acting as the Voice of the Customer when making technical recommendations. Investigate enterprise customer contacts, drilling into unique and complex networking issues involving VLANs, multi-site configurations, managed switches, captive portals, and high-density environments to support T1, T2, and T3 Agents.
• Visit enterprise customer and partner locations, diagnosing, repairing, and installing complex multi-node eero networks in corporate offices, hotels, retail stores, and other commercial environments.
• Be part of the on-call roster and handle enterprise-level incidents, including multi-site outages and partner escalations.

Ability to travel both domestically and internationally (<35%). This role will require short notice travel as defined by leadership, with an emphasis on domestic travel to quickly solve enterprise customer and partner issues.

Basic Qualifications

• Bachelor's degree in a relevant field or equivalent work experience
• 3+ years of supporting and maintaining a corporate network environment experience
• Experience that includes strong analytical skills, attention to detail, and effective communication abilities
• Experience writing and publishing technical documents or equivalent
• Experience working with fast-moving, high-performance teams and driving innovative solutions tailored to unique business environments
• Experience recognizing a challenge and working with a variety of teams and data sources to diagnose the problem and recommend solutions
• Experience in technical support, or experience with automation and any version control tools and experience with programming/scripting (Batch, VB, PowerShell, Java, C#, Chef, Perl, Ruby and/or PHP)
• Experience communicating clearly and concisely with leadership, stakeholders, and cross-functional teams
• 5+ years of engineering experience with at least 3 years focused on enterprise networking
• Advanced networking knowledge with an emphasis on enterprise deployments (VLANs, routing, switching, 802.1X, RADIUS, captive portals, multi-site WAN architecture)
• Excellent business acumen with a track record of success managing enterprise customer relationships

Preferred Qualifications

• Experience in managing and troublshooting network, or experience in Network protocols like DNS/DHCP/TCP and experience managing full application stacks from the OS up through custom applications
• Experience with logging and monitoring tools, such as: AWS CloudWatch, Datadog, New Relic and Splunk
• CCNA or equivalent level networking certification, or Bachelor's degree
• Experience with hospitality Property Management Systems (PMS) and their network integration requirements
• Familiarity with retail POS network requirements and PCI compliance considerations
• Experience managing or supporting Managed Service Provider (MSP) relationships
• Working knowledge of MDU/bulk deployments and their unique network topology challenges
• Experience with high-density wireless deployments (100+ concurrent clients per AP)

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits .

USA, CA, San Francisco - 139,100.00 - 188,200.00 USD annually

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