Network Support Engineer

Eero San Francisco , CA 94118

Posted 3 months ago

As our Network Support Engineer, you will investigate the most difficult customer issues, and work with the Customer Experience, Product, and Engineering teams to resolve them. You will sit on eero's Customer Experience team, but work closely with cross-functional colleagues across the organization.

You are passionate about networking and the future of home WiFi, and are an unrelenting problem-solver who loves to help customers. This role will interact with most of the teams at eero, and work closely with our call center located in Austin, TX. You take pride in doing excellent work, love balancing multiple projects simultaneously, and can both teach and learn from those around you.

Additionally, when we have new channel partners looking into selling eero, whether it be retail partners or Internet Service Providers, you will be there to support the initiatives by providing subject matter expertise.

Due to the nature of the work, we're looking for on-call coverage 7am-11pm PT, 7 days a week. The coverage will naturally occur by more than one person, and specific schedules will be organized amongst the team.

What you'll do:

  • Develop Deep Product Expertise: The successful Network Support Engineer will understand eero's technology backwards and forwards. You'll know how all the pieces fit together and grow to quickly debug tough cases based on an intuitive understanding of how eero works.

  • Triage Support Escalations: Troubleshoot and diagnose the trickiest home networking issues reported by eero customers. Triage escalations from the Austin support team to ensure they have the tools and expertise necessary to do their jobs and resolve every customer issue.

  • Manage VIP Escalations : Quickly resolve critical customer issues. Manage VIP support, ensuring to acknowledge and resolve these issues in the most effective means possible. In some cases this will include travel to a customer or partner to troubleshoot.

  • Manage Partner Support: Provide technical support for business development initiatives, including partner demos, troubleshooting, and training.

  • Manage Employee Support: Directly assisting employees and escalating new issues to Engineering as needed.

  • Train Others: Incorporate knowledge and learnings into training and documentation for customers, eero's support team, and Partners.

Basic Qualifications

  • 3 years of experience supporting or testing LANs, WLANs, VPNs, NAT devices, Network Services (DHCP, DNS, UPnP, etc.)

Preferred Qualifications

  • A fundamental understanding of, and hands on experience with, network technologies including firewalls, routing/switching, 802.11a/b/g/n/ac wireless networks.

  • Thorough comprehension of fundamental networking protocols, including TCP, UDP, DHCP, ARP, Ethernet, etc.

  • Experience with Charles Proxy, Wireshark, and *nix networking debug tools.

  • Outstanding written and verbal customer service and communication skills. Ability to interface with VIPs and partners.

  • Excellent account management, follow-through, and attention to detail.

  • A strong track record of networking-related problem solving, critical thinking, and troubleshooting.

  • The ability to thrive in a fast-paced, high-growth environment.

Amazon.com is an Equal Opportunity Employer Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Senior Consulting Engineer Network Security

CDW

Posted 2 days ago

VIEW JOBS 1/21/2020 12:00:00 AM 2020-04-20T00:00 CDW's vision is to be the best national provider of Advanced Technology Solutions. We'll achieve this reputation by continuing to delight our customers and being the employer of choice for Advanced Technology Solutions. Senior Consulting Engineers at CDW are smart, hard-working Engineers who enjoy teaming with other best and brightest Engineers on highly visible, technically challenging projects and offerings. We're looking for high-caliber, well-rounded professionals who are passionate about emerging technology, projects and consulting. Key Areas of Responsibility * Provide client consultation: perform analyses of customer security needs and recommend, design, and implement secure server and network environments * Provide technology support: install, maintain, upgrade, and troubleshoot servers, networks, firewalls, VPNs, and other security products, providing solutions to complex hardware/software problems * Test LAN/WAN/WLAN security products: implement test plans, evaluate test equipment and design test networks, and aid in the development of automated test suites * Effectively communicate security policy and technology issues and product capabilities through both high-quality written documents unstructured interviews to all levels of client * Keep up to date with network security issues and products; develop and compete an education plan to grow your skills consistent with client needs * Participate in various IT projects intended to continually improve/upgrade converged network solutions * Follow life-cycle oriented processes and procedures * Troubleshoot, maintain, upgrade, and provide solutions to complex hardware/software problems * Assist in the management of projects using CDW's project management methodology * Regularly interface with technical and business staff of customers, including the project sponsor and stakeholders of projects in more complex engagements * Serve as technical point of contact on customer engagements * Create and execute test plans to meet project requirements for assigned components * Identify and communicate potential opportunities for cross-selling to the sales team * Manage time and expense to meet or exceed expectations defined in the Statement of Work * Provide high quality content deliverables using the appropriate document templates * Ensure solution is implemented as designed to the customer's satisfaction and approval * Work with Professional Services Managers, ATAE's, Project Managers and customers to manage expectations and timelines to ensure expectations and commitments are being met * Conducts/leads design workshops for complex designs to meet customer, business and technical objectives * Proactively develops plans and activities to avoid problems * Educates the customer on solution as appropriate throughout the life of the project or service life Qualifications Minimum Qualifications * Bachelor degree in business, computer science, a related technical degree or equivalent * Five years' experience delivering complex technical solutions including planning, development, implementation and support Other Required Qualifications * Minimum 2 years consulting experience * Experience designing, implementing and upgrading of Cisco security solutions such as ISE 1.x, ACD 3.x/4.x/5.x, ASA firewalls and Anyconnect VPN technologies. * Experience designing, implementing and upgrading of Cisco SourceFire Solutions such as ASA intergration, IPS Appliances and FireAMP Endpoints. * Experience designing and implementing IDS/IPS solutions * Minimum of one year experience in programming or analytical work * Knowledge of security specialty areas such as policy, disaster avoidance and recovery planning, technical investigations, or risk analysis * Ability to work weekends and/or off hours as necessary to meet clients' needs * Ability to effectively communicate with clients * Physically able to lift up to 50 pounds of equipment. * Attention to detail on inventory and logistics is important Preferred Qualifications * Experience implementing policy-based design for firewalls a plus * Consulting experience preferred * Experience implementing, migrating, and upgrading Cisco IronPort Email Security Appliance – AMP, DLP, and Encryption a plus * Experience implementing, migrating, and upgrading Cisco IronPort Web Security Appliance * CCNA, CCNP or CCDP certification preferred CDW San Francisco CA

Network Support Engineer

Eero