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Technical Support Engineer

2 months ago

San Francisco, California, United States Amazon Services LLC Full time

About the Role

The Network Support Engineer will play a crucial role in supporting the hardware, software, and mobile app development cycles for eero's Beta program. This individual will be responsible for identifying and evaluating bugs, reviewing network logs to better understand root causes, and working cross-functionally with the Engineering and Product teams to implement fixes.

Key Responsibilities

  • Identify, document, and track software defects through the bug life cycle.
  • Troubleshoot and resolve difficult technical problems which may span across focus areas. Operate as a technical leader and set the standard for other support engineers. Give technical directions to others.
  • Analyze test results and provide detailed reports to stakeholders.
  • Verify that software/product changes and new releases meet defined quality standards and requirements.
  • Handle problems of any severity. Detect ongoing trends or problems before they occur and define proactive mechanisms. Author and lead reviewer for Beta content. Use data to identify and drive development of new support mechanisms, processes, and tools with the scope of a team.
  • Ensure proper software testing tools, environments, and infrastructure are in place.
  • Participate in product reviews, design reviews, and other development activities to provide a Beta perspective.
  • Stay up-to-date with testing best practices, emerging technologies, and industry trends.
  • Drive strategy, as defined by leadership, and model technical troubleshoot methods for agents to follow.
  • Visit customer and partner locations, diagnosing, repairing, and installing complex eero networks.

About the Team

The eero Beta team is comprised of network support engineers, program managers, support staff, and people leaders who are all aligned on the common goal of helping to build products that improve people's lives by delivering perfect connectivity in every home.

Requirements

  • 3+ years of technical support, or 3+ years of software development experience
  • Experience troubleshooting and debugging technical systems
  • Experience driving collaborative projects from conception to delivery
  • Strong business acumen with a track record of success
  • Excellent communication skills and ability to convey insights from complex analyses to internal and external entities
  • Ability to think strategically and tactically with attention to detail
  • Capable of working closely with data and using analytics to problem-solve
  • Ability to travel both domestically and internationally (