Network Resolution Specialist

6 days ago


Sunnyvale, California, United States Amazon Full time

Job Overview

We are seeking a highly skilled Senior Escalation Engineer to join our team at Amazon. This critical role involves handling complex technical issues, particularly those that are challenging to reproduce in the field.

Key Responsibilities

  • Enhance whole home connectivity for eero products.
  • Solve connectivity issues with comprehensive solutions.
  • Optimize networking subsystems in OS kernels for better WiFi performance.
  • Implement protocols for efficient mesh network management.
  • Debug and optimize kernel-level system performance for stability.
  • Improve integration of wireless drivers, firmware, hostap, and applications.
  • Lead enhancements in testing procedures.
  • Collaborate with OS, mobile, and cloud teams to deliver features.

Requirements

  • Comprehensive understanding of networking concepts, including but not limited to DHCP, DNS, WiFi, Ethernet, and network security protocols.
  • Demonstrated ability to root cause and resolve complex, hard-to-reproduce issues in the field.
  • Prior experience in an escalation role or similar customer support function.
  • Proven ability to work collaboratively with engineering teams to resolve issues.
  • Excellent written and verbal communication skills for effective issue tracking and resolution reporting.

Preferred Qualifications

  • Experience in developing or improving tooling for better escalation management.
  • Interest in growing this role into a team leadership position as the function expands.
  • A strong focus on customer satisfaction and experience.
  • Ability to work in a fast-paced environment and adapt to changing priorities.
  • Relevant certifications (e.g., CWNA, CCNA, CompTIA Network+) are a plus.

Amazon's Commitment to Diversity and Inclusion

Amazon is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.



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