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Network Support Engineer, eero

Amazon EU SARL (UK Branch) -
London

Apply Now

Job details

Full-time
7 hours ago

Qualifications

Technical troubleshooting
Stakeholder liaison
CCNA
Technical support
Network infrastructure
Six Sigma
Bachelor's degree
Network Protocols
Customer support
Network monitoring
Root cause analysis
AI
Debugging

Full job description

DESCRIPTION

This is a high-impact role where no two days look the same. You'll serve as the connective tissue between eero's production fleet and next-generation product development — spending the majority of your time ensuring customers and devices are running flawlessly, while shaping the products of tomorrow. As a go-to technical expert for CX, Engineering, and Product teams, you'll make a direct impact on the quality and reliability of eero's network experience — from pre-release prototypes through to millions of deployed devices in homes and businesses worldwide. If you thrive at the intersection of deep technical troubleshooting and customer advocacy, this role offers the breadth and ownership to match.

Key job responsibilities
As a Network Support Engineer in the eero team within Amazon Devices, you will own the end-to-end escalation experience for executive, VIP, and fleet-level incidents — driving customer communication, case assignment, and resolution while serving as the subject matter expert on networking, fleet monitoring, and support best practices.

You'll partner with Vendor and Internal Managers to monitor contact trends, performing deep dives, log collection, and root-cause analysis to resolve complex technical issues at scale. You'll advocate for the customer experience alongside Product and Engineering teams, influencing key decisions and driving strategy for CX troubleshooting methods that elevate the entire support organization's effectiveness.

You'll also bring hands-on expertise directly to the field — visiting customer and partner locations to diagnose, repair, and install eero networks. On the product development side, you'll identify and track software defects through the full bug lifecycle, analyze test results from pre-release hardware, software, and firmware, and validate prototype devices against quality standards to ensure new releases are production-ready before reaching customers.

A day in the life
As a Network Support Engineer on the eero team, your day will involve triaging escalations from VIP customers and fleet-wide incidents, collaborating with Engineering on active defects, and reviewing pre-release test results to validate upcoming firmware builds. You'll spend time analyzing contact trends with vendor partners, coaching CX agents on troubleshooting methodology, and occasionally traveling to customer sites for hands-on network diagnostics. Your internal stakeholders span Product, Engineering, CX Leadership, and Quality — and the problems you solve directly shape the reliability millions of customers depend on daily.

About the team
At eero, we pride ourselves on providing every customer a world-class experience. Our mission is to make technology in homes and businesses just work — through fast, reliable, secure connectivity. But fixing connectivity is just the start. We're building the foundations of small business solutions and smart homes by designing our own hardware, enabling it with software, and tying it all together in the cloud. We're seeking a Network Support Engineer who thrives at the intersection of operational excellence and product innovation.

BASIC QUALIFICATIONS

Experience troubleshooting and debugging technical systems
Bachelor's degree in a relevant field or equivalent work experience
Experience in technical support, or experience in networking administration and troubleshooting and experience in Linux and Networking protocols

PREFERRED QUALIFICATIONS

Knowledge of distributed applications/enterprise applications
Experience analyzing and troubleshooting RESTful web API calls
Experience with AI/ML technologies
Experience with process improvement, Kaizan, and Six Sigma, or experience in creating process improvements with automation and analysis
Experience working in a fast-paced and ambiguous environment, or experience communicating results to senior leadership
Enterprise network certification such as CCNA, Certified Wireless Network Administrator (CWNA), or Certified Wireless Design Professional (CWDP)

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

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.

Apply Now

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