Network Support Engineer, eero

5 months ago

San Francisco, United States Amazon.com Services LLC Full time
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 Network Support Engineer (NSE) to join our team of existing NSEs supporting eero’s Beta program.

As a Network Support Engineer for eero's Beta team, this individual will play a crucial role in supporting the hardware, software, and mobile app development cycles. They 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. This NSE will be instrumental in the technical transition of these releases into the eero production fleet and customer base, as well as evaluating post-release success. In addition to these core responsibilities, the NSE will serve as a subject matter expert for our product, engineering, marketing, and customer experience teams, and provide escalation support to senior leadership. By bridging the gap between development, operations, and customer support, this role will be vital in ensuring the eero product meets its quality commitments for customers around the world.

Key job responsibilities
- Identify, document, and track software defects through the bug life cycle.

- Able to troubleshoot and resolve difficult technical problems which may span across focus areas. Operates as a technical leader and sets the standard for other support engineers. Gives 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.

- Handles problems of any severity. Detects ongoing trends or problems before they occur and defines proactive mechanisms. Authors and is a lead reviewer for Beta content. Uses 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 your leadership, and model technical troubleshoot methods for agents to follow.

- Visit customer and partner locations, diagnosing, repairing, and installing complex eero networks.

A day in the life
As a Beta NSE and subject matter expert supporting eero's Beta team, you will collaborate closely with Engineering, Product, and Customer Experience teams to identify and resolve issues, mentor CX agents, and ensure the successful transition and performance of product releases for customers globally. Your tenacity to develop ideas independently and ability to thrive in a fast-paced start-up environment are essential for success.

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.

BASIC QUALIFICATIONS

- 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 (

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