Sr. Network Support Specialist - German & English, eero

Description

**This role would require you to speak, read and write in English & German at a minimum of B2 level**
**This role is 5days a week but would require you to work on either of Saturday or Sunday on rotational basis**

At eero, we're on a mission to make connectivity just work. No dead zones, no buffering, no stress. We build the hardware, craft the software, and tie it all together in the cloud to deliver fast, reliable, and secure WiFi for homes and businesses. And we're just getting started. Think smart homes, small business solutions, and the future of connected living.
We're looking for a Sr. Network Support Specialist (Bilingual German&English) to join our London team. If you're someone who loves solving tricky tech problems, thrives on helping people, and can switch effortlessly between English and German, this could be your next move. You'll be supporting both English speaking and German speaking customers across the EMEA region and beyond, so being comfortable communicating in both languages is essential. If you've got some networking knowledge and a feel for WiFi and telecommunications, even better. We'll invest in your growth with hands-on training covering WiFi fundamentals, networking concepts, and all the eero specific tools you'll need to succeed.
You'll be based in our London office, working alongside a brilliant, supportive team in a global company where your career can genuinely grow.

Key job responsibilities
Here's what you'll actually be doing day-to-day:
● Providing advanced technical support to both English-speaking and German-speaking customers, as well as Tier 1 colleagues, via phone, email, or chat.
● Getting hands on with network devices, configuring routers, switches, firewalls, and wireless access points.
● Troubleshooting complex network issues like routing, switching, and firewall problems, plus the devices connecting to them.
● Documenting every support interaction so the team can learn and improve together.
● Spotting complex issues and escalating them to higher tier support teams when needed.
● Mentoring and coaching junior team members, sharing what you know and helping them level up.
● Being the go-to person for our German-speaking customers across the EMEA region, making sure they get an exceptional experience in their own language, while also supporting English-speaking customers day to day.

A day in the life
No two days are the same. You'll be the escalation point for customers and Tier 1 specialists, tackling complex technical and account challenges that demand deeper problem-solving and quick thinking under pressure. When issues require further investigation, you'll collaborate directly with CS Engineering teams to find the right solution. Supporting both English-speaking and German-speaking customers, you'll play a vital role in our growing EMEA customer base — ensuring every customer feels heard and supported. It's fast-paced, rewarding, and genuinely impactful.

About the team
At eero, we believe connectivity should simply work — no dead zones, no buffering, no stress. Our Customer Support team is at the heart of that mission, ensuring every customer has a seamless experience from setup to daily use. Based in London, you'll join a collaborative, technically curious team that values knowledge-sharing, continuous improvement, and delivering world-class support. We're growing fast across EMEA, and your bilingual expertise will directly shape how we serve our expanding customer base.

Basic Qualifications

- Experience in technical work related to computer systems and technology components
- Experience handling customers and conflict resolution with a focus on quality for customer experience
- Experience in MS Office, with an emphasis on Excel
- Experience in web technologies and the internet
- Experience taking ownership and driving resolution on escalated customer issues
- Experience in technical support, or experience dealing effectively with customers during problem resolution and operating efficiently under pressure
- Experience demonstrating strong analytical abilities and confidence in the use of data
- Experience in communicating technically, at a level appropriate for the audience
- Speak, write, and read fluently in German and English at B2 level or above
- Ability to identify and troubleshoot technical issues efficiently and logically.

Preferred Qualifications

- Experience handling customer escalations
- Knowledge of TCP/IP networks
- Certified Wireless Network Administrator (CWNA) certification (training provided).
- Cisco Certified Network Associate (CCNA) certification (training provided).
- Experience supporting customers across multiple European markets or in a multilingual environment.

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