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 software, and tying it all together to the cloud. We are seeking a highly skilled Wi-Fi / RF Escalation Support Engineer to join our Customer Experience (CX) Engineering team. This role focuses on deep-level troubleshooting and diagnostics of wireless layer issues for customers. You will collaborate closely with other Network Development Engineers, Partner Success Managers and Core Engineering teams to resolve critical escalations, improve diagnostics, and codify learnings into repeatable solutions.
Key job responsibilities
As a member of our CX Engineering team, you will be looked upon as an SME for our products.
As an ESE you will :
Serve as the principal escalation point for Wi-Fi and RF issues, including roaming behavior, RF interference, channel planning, DFS events, and radio-level diagnostics.
Perform deep packet analysis, air captures, and RF troubleshooting using industry-standard tools.
Analyze client roam logs, band steering behavior, and system/kernel/supplicant/Hostap logs to identify root causes.
Collaborate with other teams to bring up test beds, reproduce issues in house.
Work with engineering to validate fixes, feature changes, and firmware improvements.
Build and maintain dashboards, monitoring tools, and automation scripts to improve diagnostics.
Codify recurring issues into runbooks, self-help guides, or automated resolution workflows.
Collaborate cross-functionally to ensure smooth knowledge transfer and preventive action plans.
Visit customer and partner locations, diagnosing, repairing, and installing complex eero networks. (Travel > 35%)
Be part of the on-call roster and handle incidents.
About the team
terested in exploring career opportunities with eero? Visit our careers page to view all open positions: https://www.amazon.jobs/content/en/teams/devices-services/hardware-eero?country%5B%5D=US&keyword%5B%5D=eero

BASIC QUALIFICATIONS

• Strong knowledge of 802.11 protocols (a/b/g/n/ac/ax/be)
• Proven RF debugging experience: channel overlap, signal attenuation, SNR, RSSI analysis
• Proficiency with Wireshark (air captures), Ekahau, MetaGeek, CLI tools, network analyzers, and signal analyzers
• Experience reading and interpreting system logs, kernel logs, supplicant logs, and Hostap logs
• Scripting and coding skills in Python, SQL, and Regex for log parsing, tool development, and ETL workflows
• Experience building dashboards using Looker or internal BI tooling
• Understanding of LLMs for log summarization and parsing

PREFERRED QUALIFICATIONS

• Ability to read source code and make minor modifications to assist in debugging
• Experience with data pipelines and lightweight ETL processes
• Strong documentation skills to create runbooks and knowledge base content.
• Experience supporting Enterprise software applications
• Familiarity with eero telemetry, feature flags, and metrics (radio stats, beacon frames, retries) using tools like Looker or Redash
  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.
  Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $127,400/year in our lowest geographic market up to $212,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site

Please refer the Job description for details