Sr. Enterprise Network Support Engineer , eero CX Eng

Achieve World-Class Connectivity

At eero, we strive to provide every customer with seamless, reliable, and secure connectivity. Our mission is to ensure that technology works flawlessly in homes and businesses. As eero expands into the enterprise space, we are looking for a Senior Enterprise Network Support Engineer (NSE) to join our global team.

A Day in the Life

As a member of our Enterprise Support Engineering team, you will serve as an expert on enterprise networking, fleet monitoring, and multi-site deployment support practices. You will handle complex enterprise network issues across various environments, including corporate, hospitality, retail, multi-dwelling units, and managed service environments. You will act as the escalation point of contact for business leaders, IT directors, and Managed Service Providers (MSPs).

• Drive enterprise support strategy and model technical troubleshooting methods for agents.
• Collaborate with stakeholders across the organization, including enterprise sales, partner engineering, and product teams, to make technical recommendations.
• Investigate enterprise customer contacts, focusing on unique and complex networking issues involving VLANs, multi-site configurations, managed switches, captive portals, and high-density environments.
• Visit enterprise customer and partner locations to diagnose, repair, and install 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.

Qualifications

• Bachelor's degree in a relevant field or equivalent work experience
• 3+ years of supporting and maintaining a corporate network environment experience
• Strong analytical skills, attention to detail, and effective communication abilities
• Experience writing and publishing technical documents
• 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
• Experience in technical support or experience with automation and any version control tools and experience with programming/scripting (Batch, VB, PowerShell, Java, C#, Chef, Perl, Ruby and/or PHP)
• Experience communicating clearly and concisely with leadership, stakeholders, and cross-functional teams
• 5+ years of engineering experience with at least 3 years focused on enterprise networking
• Advanced networking knowledge with an emphasis on enterprise deployments (VLANs, routing, switching, 802.1X, RADIUS, captive portals, multi-site WAN architecture)
• Excellent business acumen with a track record of success managing enterprise customer relationships