Support Engineering Manager, CX Eng

Amazon • Boise, ID

5d • Onsite

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. We are seeking a Support Engineering Manager to oversee our global footprint of CX Support Engineers. Support Engineers (SE) investigate individual customer and fleet impacting issues, serve as SMEs for our product, engineering, marketing, and CX teams, and provide personalized escalation support to senior leadership. SE'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. The Support Engineering Manager role carries significant responsibility for managing complex technical escalations, ensuring strong stakeholder communication, and developing a high-performing engineering team. You will have the opportunity to operate with a high degree of ownership and independence, proactively managing, and driving operational improvements, while developing mechanisms that improve customer experience and team effectiveness. This includes the ability to independently lead a team, manage ambiguity, drive complex investigations, and influence cross-functional stakeholders.

Requirements

• Bachelor's degree in Computer Science, Computer Engineering or a related technical discipline
• Experience in written and verbal communication with the ability to present complex technical information in a clear and concise manner to executives and non-technical leaders
• 3+ years of people management experience
• Experience communicating across technical and non-technical audiences, including executive level stakeholders or clients
• Experience prioritizing and handling multiple assignments at any given time while maintaining commitment to deadlines, or experience in a fast-paced, high-tech company
• 6+ years of networking (such as DNS, DHCP, SSL, OSI Model, and TCP/IP) experience

Nice To Haves

• Experience working in large-scale networking environments
• Leading a globally dispersed team of Engineers providing 24/7 support coverage

Responsibilities

• Serve as an expert on networking, fleet monitoring, and customer support practices
• Discern which customer and service team asks are essential, can be queued, or omitted
• Actively manage executive, VIP, and fleet level escalations including customer communication and case assignment (including nights and weekends)
• Design methods to evaluate, measure, and improve our network engineering team's performance
• Work in partnership with Vendor and Internal Managers to monitor trends in customer contacts, driving resolutions for complex technical issues through deep dives, log collection and analysis
• Represent the CX org with our product and engineering teams to advocate for the customer experience, influencing decisions for key stakeholders outside of our organization
• Participate in strategic initiatives including long and short term business planning and reporting
• Oversee scheduling, development, and technical support provided by the SE team

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: Manager