Enterprise Network Support Engineer, eero — Los Gatos, California, USA

As an Network Support Engineer - Enterprise, you will: Serve as an expert on enterprise networking, fleet monitoring, and multi-site deployment support practices. Handle complex enterprise network issues across corporate, hospitality, retail, MDU, and managed service environments, serving as the escalation point of contact for business leaders, IT directors, and MSPs. Drive enterprise support strategy, as defined by your leadership, and model technical troubleshooting methods for agents to follow across large-scale deployments. Work collaboratively with stakeholders across the organization—including enterprise sales, partner engineering, and product teams—acting as the Voice of the Customer when making technical recommendations. Investigate enterprise customer contacts, drilling into unique and complex networking issues involving VLANs, multi-site configurations, managed switches, captive portals, and high-density environments to support T1, T2, and T3 Agents. Visit enterprise customer and partner locations, diagnosing, repairing, and installing complex multi-node eero networks in corporate offices, hotels, retail stores, and other commercial environments. Be part of the on-call roster and handle enterprise-level incidents, including multi-site outages and partner escalations. Ability to travel both domestically and internationally (<35%). This role will require short notice travel as defined by leadership, with an emphasis on domestic travel to quickly solve enterprise customer and partner issues. A day in the life As a member of our Enterprise Support Engineering team, you will be looked upon as an SME for our enterprise products and deployments. You’ll mentor CX Agents, while working alongside them on complex enterprise customer issues. - Bachelor's degree in a relevant field or equivalent work experience - 3+ years of supporting and maintaining a corporate network environment experience - Experience that includes strong analytical skills, attention to detail, and effective communication abilities - Experience writing and publishing technical documents or equivalent - Experience working with fast-moving, high-performance teams and driving innovative solutions tailored to unique business environments - Experience recognizing a challenge and working with a variety of teams and data sources to diagnose the problem and recommend solutions - Do you have experience communicating clearly and concisely with leadership, stakeholders, and cross-functional teams? - Experience in managing and troublshooting network, or experience in Network protocols like DNS/DHCP/TCP and experience managing full application stacks from the OS up through custom applications - Experience with logging and monitoring tools, such as: AWS CloudWatch, Datadog, New Relic and Splunk - Bachelor's degree, or CCNA or equivalent level networking certification 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 . USA, CA, Los Gatos - 104,000.00 - 182,000.00 USD annually USA, CA, San Francisco - 104,000.00 - 182,000.00 USD annually