Network Support Engineering Manager

Description

As the leader for our NSE team, you will be responsible for our global team of Support Engineers. You’ll oversee scheduling, development, and technical support provided by the NSE team.

As the NSE Manager, you will:
1. Serve as an expert on networking, fleet monitoring, and customer support practices.

2. Know how to discern which customer and service team asks are essential, can be queued, or omitted.

3. Actively manage executive, VIP, and fleet level escalations and incidents including customer communication and case assignment.

4. Design methods to evaluate, measure, and improve our network engineering teams performance

5. 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.

6. Work in partnership with our product and engineering teams to advocate for the customer experience, influencing decisions for key stakeholders outside of our organization.

7. Participate in strategic initiatives including long and short term business planning and reporting.

8. Lead technical staff responsible for validating pre-release prototype hardware and software.


About the team
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 Network Support Engineering (NSE) Manager to oversee our global footprint of Network Support Engineers. 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.

Basic Qualifications

- 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
- 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 network engineering experience, 2+ years people management experience
- Advanced knowledge of wifi and networking protocols

Preferred Qualifications

- Experience with process improvement, Kaizan, and Six Sigma, or experience in creating process improvements with automation and analysis
- Excellent communication skills (both verbal and written), with vendor, client, or customer-facing experience
- Proven track record of taking ownership and delivering results

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including 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, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.