Location
London

Hours
Full Time

Salary
Competitive, commensurate with experience

About the Role
eero is on a mission to make technology in homes and businesses just work through fast, reliable, and secure connectivity. As a Sr. Network Support Engineer (NSE) in the eero Support Engineering team at Amazon, you will join a global team of experts who investigate customer and fleet-impacting issues, serve as subject matter experts across product, engineering, marketing, and customer experience organizations, and provide escalation support to senior leadership. Your work will directly shape how we identify and resolve issues impacting the customer experience, ensuring we meet our commitments worldwide. This high-visibility role combines deep technical expertise with customer obsession, driving resolution of complex networking challenges while influencing tools, processes, and strategies that elevate the entire support organization.

Key Responsibilities
Serve as the organization's expert on networking, fleet monitoring, and customer support practices, handling complex network issues as the escalation point of contact for business leaders, IT staff, and managed service providers. Drive strategy defined by leadership and model troubleshooting methodologies for all support tiers. Collaborate cross-functionally, acting as the Voice of the Customer when making technical recommendations. Investigate customer contacts and complex networking issues to support Tier 1, 2, and 3 agents, translating findings into actionable improvements. Visit customer and partner locations to diagnose, repair, and install complex eero networks, providing hands-on expertise where needed. Participate in the on-call roster, handle incidents with urgency, and travel domestically and internationally (up to 35%) on short notice, with emphasis on in-region travel to quickly resolve issues.

A Day in the Life
As a Sr. Network Support Engineer, you will be the go-to subject matter expert for the eero product suite, mentoring customer experience agents and working alongside them on complex customer issues. Your day will balance deep-dive investigations into fleet-wide anomalies with real-time escalation support, collaborating with engineering and product teams to drive root-cause resolution. No two days are the same: one moment analyzing network telemetry data, the next coaching an agent through a complex mesh topology issue.

About the Team
The eero Support Engineering team is a globally distributed group of technical experts dedicated to delivering world-class connectivity experiences. Positioned at the intersection of hardware, software, and cloud, the team partners closely with product and engineering to ensure quick resolution of customer issues and elimination of systemic problems. The culture values curiosity, ownership, and collaboration, celebrating team members who dig deep, challenge assumptions, and advocate relentlessly for the customer. If you thrive in fast-paced environments where your technical expertise impacts millions of connected homes, this is your team.

Experience
- Advanced networking and troubleshooting skills including TCP/IP, DNS, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig, cURL or related tools
- Proven ability to engage effectively with internal and external stakeholders, conveying complex ideas clearly and concisely
- Experience communicating technical details both verbally and in writing
- Direct experience collaborating with engineering teams

About You
Detail-oriented with strong analytical skills and effective communication abilities. You thrive in collaborative environments and are passionate about delivering exceptional customer experiences. You are adaptable, able to handle urgent incidents, and willing to travel domestically and internationally as required.

Qualifications
- Bachelor's degree or higher in Computer Science or related field preferred
- Experience designing and developing scripts to automate operational tasks, with a focus on maintainability, scalability, and security
- Proficiency in Linux and networking protocols, or equivalent networking administration and troubleshooting experience
- Knowledge of UNIX command-line and network storage troubleshooting is a plus