Sr Network Support Specialist

Description

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 in the cloud.

We are seeking a Sr. Network Support Specialist to provide exceptional customer support (via phone, email, and chat) on wireless networks enabled by eero devices. You should be comfortable working in a technical support environment, curious to learn about eero support processes and tools, committed to doing the best for your team, and intrinsically driven to help customers.

Knowledge of computer networking, along with WiFi and telecommunications, is advantageous but not essential. We provide comprehensive training on all technical aspects of the role, including WiFi fundamentals, networking concepts, and eero-specific tools. This role will be working out of our office in Sydney, Australia providing an opportunity to work with an amazing team of intelligent, motivated, and supportive colleagues and be part of a growing global company that offers a range of career opportunities.

Key job responsibilities
As a Sr. Network Support Specialist, you will:
• Provide advanced technical support to customers, both residential and business,
along with Tier 1 colleagues, via phone, email, and chat
• Configure network devices, including routers, switches, firewalls, and wireless access
points
• Troubleshoot complex network issues, such as routing, switching, and firewall
problems - alongside the devices connecting to them
• Thoroughly document all support interactions and their resolutions
• Identify and escalate complex issues to higher ?er support teams
• Provide guidance, mentoring, and on-the-job training to help junior team members
continuously learn and improve

A day in the life
As a Sr. Network Support Specialist, you will take part in the day to day delivery of support provided to eero customers across the globe. You’ll serve as the escalation point of contact
for customers and Tier 1 Network Support Specialists, seeking resolutions for technical and
account related inquiries that require more in-depth problem-solving and regularly are ?me
sensitive. You will work directly with Customer Support Engineering teams when issues are
large, critical, or complex and be able to contribute to resolution on these critical issues
through understanding of complex networking concepts.

Basic Qualifications

• Minimum of 2 years customer facing support experience with a minimum of 12 months in a technical support capacity
• Experience Delivering courteous and efficient support to both external customers and internal colleagues
• Ability to identify and troubleshoot technical networking issues efficiently and logically
• Ability to Leverage data and analytics to solve problems effectively
• Ability to effectively tailor your communication style and content of technical information, both verbally and in writing, to the needs and understanding level of your audience, which will vary significantly in technical acumen
• Ability to participate constructively in team meetings and collaborative activities including reviews of operational performance, knowledge sharing and improvement opportunities
• Experience determining and leading process improvement projects into support operations with limited management guidance
• Interest and ability to progress into further learning that includes attainment of the networking certifications of CCNA and CWNA
• Ability to work shiCs that include weekend work, working public holidays, as well as start and finish times that are outside of standard business hours

Preferred Qualifications

• Experience supporting large business and retail customers remotely via mediums of phone, email and chat, using remote network management tools
• Relevant degree in Networking or Computer Science field
• CompTIA Network+ certification
• Certified Wireless Technology Specialist (CWTS) certification
• Understanding of TCP/IP protocol suite and network infrastructure components(routers, switches), network operations (manage switching, VLANs, ACLs,Management access etc.), and troubleshooting methodologies using the OSI Model
• Experience working with senior engineering teams, gaining issue data, liaising with customers and able to quickly again a conceptual understanding of complex computer networking issues
• Strong working knowledge of, and experience supporting, consumer connected devices including mobile phones, security cameras, entertainment equipment and data storage devices
• Experience providing support for software subscription services, managing hardware replacements as well as Beta programs

Acknowledgement of country:
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

IDE statement:
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.