Field Support Engineer, eero at Amazon SZ South 3 GmbH

Boise, Idaho, United States -

Full Time

Start Date

Immediate

Expiry Date

08 Jun, 26

Salary

0.0

Posted On

10 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Networking, Fleet Monitoring, Customer Support Practices, Troubleshooting, Installation, Voice of the Customer, Technical Recommendations, System Configuration, Patching, Upgrades

Industry

Software Development

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 to the cloud. We are seeking a Field Support Engineer to join our team of existing Network Support Engineers (NSE) across the country. NSE’s investigate customer and fleet impacting issues, serve as SMEs for our product, engineering, marketing, and CX teams, and provide escalation support to senior leadership. NSE’s are the first line of support when it comes to identifying issues that can impact the customer experience, and this role will ensure we are meeting our commitments to customers across the globe. Key job responsibilities As a member of our Support Engineering team, you will be looked upon as an SME for our products. You’ll mentor CX Agents, while working alongside them on customer issues. As an Field Support Engineer, you will: Serve as an expert on networking, fleet monitoring, and customer support practices. Handle complex network issues, serving as the escalation point of contact for business leaders, IT staff, MSPs, and residential installations. Visit customer and partner locations - mapping new installations, troubleshooting, repairing, and installing complex network solutions. (50-75% travel) Work collaboratively with stakeholders across the organization, acting as the Voice of the Customer when making technical recommendations Investigate customer contacts, drilling into unique and complex networking issues to support T1, T2, and T3 Agents. Be part of the on-call roster and handle incidents. Ability to travel both domestically and internationally (

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Responsibilities

The Field Support Engineer will serve as a Subject Matter Expert (SME) on networking and products, mentoring CX Agents and handling complex network issues as an escalation point for various stakeholders. Key duties include visiting customer sites for mapping, troubleshooting, repairing, and installing complex network solutions, alongside participating in the on-call roster.