Field Support Engineer, eero

Amazon • Boise, ID

1d

About The Position

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 Field Support Engineer to join our team of existing Network Support Engineers (NSE) 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.

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 Field Support Engineer to join our team of existing Network Support Engineers (NSE) 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.

Requirements

• 3+ years of cloud architecture and solution implementation experience
• Knowledge of the primary aws services (ec2, elb, rds, route53 & s3)
• Experience implementing AWS services in a variety of distributed computing environments

Nice To Haves

• 5+ years of IT implementation experience
• degree in advanced technology, or AWS Professional level certification
• Knowledge of AWS services including compute, storage, networking, security, databases, machine learning, and serverless technologies
• Knowledge of security and compliance standards including HIPAA and GDPR
• Experience and technical expertise (design and implementation) in cloud computing technologies
• Experience leading the design, development and deployment of business software at scale or recent hands-on technology infrastructure, network, compute, storage, and virtualization experience
• Experience in performance optimization and cost management for cloud environments
• Experience presenting technical solutions to diverse audiences in pre-sales environments

Responsibilities

• 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, MSPs, and residential installations.
• Visit customer and partner locations - mapping new installations, troubleshooting, repairing, and installing complex network solutions. (50-75% travel)
• 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.
• Be part of the on-call roster and handle incidents.
• Ability to travel both domestically and internationally (<50%). This role will require short notice travel as defined by leadership, with an emphasis on domestic travel to quickly solve customer and partner issues.

Benefits

• health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
• 401(k) matching
• paid time off
• parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed