Enterprise Network Support Specialist

Description

Join eero's Enterprise Support team and own complex network cases from first contact to resolution, working directly with enterprise customers across corporate, retail, ISP, and managed-service environments. You'll combine deep networking expertise with customer partnership to solve multi-site deployment challenges and shape the future of enterprise support at eero.

Key job responsibilities
- Own enterprise customer cases end-to-end, managing triage, troubleshooting, resolution, and documentation while serving as the primary point of contact throughout the customer journey.
- Diagnose and resolve complex multi-site eero deployments, applying advanced networking knowledge to environments involving VLANs, routing, switching, 802.1X/RADIUS, captive portals, and WAN architecture.
- Collaborate with specialized teams by escalating to Network Support Engineers (NSE) and engineering teams when cases require additional expertise, while retaining overall case ownership and accountability.
- Document and share technical solutions from complex cases to build team runbooks, identify trending issues, and communicate insights to product and engineering teams.
- Participate in on-call support for enterprise incidents, including multi-site outages and partner escalations, ensuring timely response and resolution.


A day in the life
As an Enterprise Network Support Specialist, you'll be the primary point of contact for enterprise customer cases, taking ownership from initial triage through final resolution. Your day involves diagnosing complex multi-site eero deployment, working with overlays and spokes, VLANs, 802.1X/RADIUS, captive portals, managed switches, and high-density wireless environments. You'll collaborate with our Network Support Engineers (NSE) and product teams when cases require specialized depth, while maintaining accountability for customer outcomes. You'll document each complex case to build our team's knowledge base, identify trending issues, and inform product improvements. You'll also participate in a shared on-call rotation to support enterprise incidents, including multi-site outages and partner escalations. Occasionally, you may travel domestically (less than 15% of the time) to support on-site enterprise deployments or partner escalations.

About the team
We're building eero's Enterprise Support function from the ground up, and you'll be instrumental in establishing how we serve our most complex customers. Our team works closely with partner success, engineering, and product teams to ensure customer success while feeding critical insights back into product development. We serve customers across diverse industries, from retail and corporate environments to ISPs and managed-service providers. Each with unique network architectures and business requirements. We're committed to doing the engineering work to find the right answer, not just the fast one, and we value technical depth paired with clear communication. As part of this founding team, you'll help define our support culture, processes, and standards while directly influencing how eero evolves to meet enterprise needs.

Basic Qualifications

- 3+ years of supporting and maintaining a corporate network environment experience
- Experience identifying and resolving complex issues
- Experience writing and publishing technical documents or equivalent
- Experience communicating with a wide range of stakeholders, including colleagues and leadership, or experience with external customer interaction
- CCNA or equivalent networking certifications/experience.
- Advanced networking knowledge including VLANs, routing, switching, 802.1X, RADIUS, captive portals, multi-site and multi-WAN architecture, and wireless infrastructure (802.11).
- Proficiency with network protocols (DNS, DHCP, TCP) and experience managing complete application stacks from the operating system through the application layer.

Preferred Qualifications

- Experience with common security monitoring, log analysis and forensic tools
- CCNP or equivalent advanced networking certification.
- Knowledge of retail point-of-sale network requirements and PCI compliance considerations.
- Experience managing or supporting Managed Service Provider relationships.
- Familiarity with multi-dwelling unit (MDU) or bulk deployments and their associated topology challenges.
- Experience deploying and supporting high-density wireless environments with 100 or more concurrent clients per access point.
- Experience with scripting and automation tools such as PowerShell, Python, Bash, or similar languages, along with version control systems.
- Background supporting a product through early-stage launch or foundational team phases.

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

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.