Sr. Network Support Engineer, eero
DESCRIPTION
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 software, and tying it all together to the cloud. We are seeking a Sr. Network Support Engineer (NSE) to join our team of existing NSEs across the country. NSE's investigate customer and fleet impacting issues, serve as SMEs for our product, engineering, marketing, and CX teams, and provide escalation support to senior leadership. NSE's are the first line of support when it comes to identifying issues that can impact the customer experience, and this role will ensure we are meeting our commitments to customers across the globe.
A day in the life
As a member of our Support Engineering team, you will be looked upon as an SME for our products. You'll mentor CX Agents, while working alongside them on customer issues.
As an NSE, you will:
Serve as an expert on networking, fleet monitoring, and customer support practices.
Handle complex network issues, serving as the escalation point of contact for business leaders, IT staff, and MSPs.
Drive strategy, as defined by your leadership, and model technical troubleshoot methods for agents to follow.
Work collaboratively with stakeholders across the organization, acting as the Voice of the Customer when making technical recommendations
Investigate customer contacts, drilling into unique and complex networking issues to support T1, T2, and T3 Agents.
Visit customer and partner locations, diagnosing, repairing, and installing complex eero networks.
Be part of the on-call roster and handle incidents.
BASIC QUALIFICATIONS
- Bachelor's degree or equivalent experience
- Engineering experience
- ADvanced networking knowledge with an emphasis on enterprise deployments (routing, switching, etc)
- 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.
- Ability to clearly document technical issues, solutions and knowledge base articles.
- Tenacity to develop ideas independently and thrive in a fast-paced start-up environment is essential for success.
- Capable of working closely with data and using analytics to problem-solve
- Ability to travel both domestically and internationally (<35%). This role will require short notice travel as defined by leadership, with an emphasis on domestic travel to quickly solve customer and partner issues.
- Ability to write scripts to automate repetitive tasks and make support processes efficient.
PREFERRED QUALIFICATIONS
- - Proven track record of taking ownership and delivering results
- - Strong ability to prioritize and experience with meeting multiple deadlines
- - Excellent communication skills (both verbal and written), with vendor, client, or customer-facing experience
- - Experience supporting Enterprise software applications
- - Knowledge of UNIX command-line and network storage troubleshooting is a plus.
- - Experience with system configuration, patching and upgrades.
- - Experience understanding of network topology and its impact on distributed system performance
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